Operations Manager (Clinical Service - Weight Loss)

at  HeliosX

HeliosX is one of the world’s fastest growing HealthTech companies. We’re committed to improving the quality, accessibility, and affordability of healthcare for everyone. In 2013, our Founder Dwayne D’Souza recognised the need for prescription healthcare to catch up with other industries by taking advantage of technological innovations - to enable rapid delivery of medications and improved customer convenience. Since our founding, we’ve been entirely bootstrapped - we achieved product-market fit and profitability without ANY external funding whatsoever.
Our mission is to help people across the world get the medications they need, faster. Through our sites and platforms, customers can conveniently access prescription medications and treatments to treat a range of health problems, as well as purchase clinical-grade, personalised skincare. We have dedicated in-house clinical teams authorised to prescribe medications, and we own a pharma business capable of manufacturing many of the medicines and skincare products we provide. We’re an in-house, Direct-To-Consumer (D2C) proposition all the way down - and we’re passionate about that approach.
Our revenue reached a record $76 million USD last year, with unprecedented 32% year-on-year growth. With a 40% year-on-year growth target for 2024, it’s an exciting time to be part of the HeliosX journey. Come and help in making access to medication quicker and easier than ever before in human history!

THE OPPORTUNITY

We’re looking for an experienced Operations Manager to manage the UK Weight Loss Clinical Services across our brands. This is an exciting opportunity to be part of an innovative team providing GLP1 weight loss treatment to customers in a rapidly scaling digital health setting.
This role will supervise a team of remote Pharmacist Prescribers and partner with our Medical Advisory team, to deliver high quality and efficient patient care. As the Operations Manager, you will provide essential operational and analytical leverage to the team, ensuring robust systems, processes, and reporting are set up to provide performance insights. The role will suit someone who is data and process orientated, autonomous with technical systems and reporting, and motivated by the challenge of providing amazing patient care in a scaling and innovative digital health setting. You should be comfortable working with clinicians, sharing performance and patient feedback.
This is a full time, permanent role. The successful candidate will have a hybrid working arrangement split between our Central London offices (2 days per week based on site) and working from home.

Operations

• Supervise a team of remote Pharmacist Prescribers, leading on engagement initiatives and providing performance feedback
• Budget management; prepare weekly cost variance analysis vs budget, identifying key trends in cost drivers and providing recommendations
• SLA management; optimise team resources to meet response time targets and analyse cause when not met
• Workforce planning; forecast capacity requirements, set hiring targets and oversee recruitment
• Expert in the end-to-end clinical customer journey, what data is captured at every stage of the workflow and clinical delivery metrics
• Identify opportunities to improve customer experience and team efficiency
• Collaborate with cross-functional teams to deliver growth and service improvement projects

Team Quality

• Ensure quality processes are set up to capture the right data points, ensuring data is captured accurately by the team to facilitate reporting insights
• Monitor trends in quality indicators (CSAT, approval rates, complaints and incidents) and share service insights with Operations and Medical stakeholders

Admin & Compliance

• Oversee team onboarding and deliver operational training; liaise with the Medical team to deliver clinical training
• Manage the rota, approve time-off, review timesheets and approve invoices
• Documentation management; ensure Operations and Medical protocols are easily navigated by the team. Partner with legal to ensure required standards are met
• Ensure clinician licences and internal records are kept up to date
• Ensure regulatory required audits are completed on-time and documented properly