Clinical Operations Manager (GP Telehealth & Expert Medical Opinion)

About Us

Teladoc Health is the world’s leading virtual care provider, delivering care to over 20 million members across 125 countries. Teladoc formally entered the UK virtual care space in 2019 offering the only comprehensive virtual care solution spanning telehealth GP services, mental health support, expert medical opinion, and nutrition consultations. We work with the world’s leading life, health, accident, travel and general insurers, other large corporates, affinity groups, and the NHS to deliver industry-leading, award-winning virtual healthcare services to their policy holders, employees, and patients.

Contract type: Permanent
Salary: £40,000 - £45,000 per annum
Hours of work: Monday to Friday 9am to 5.30pm (incl. 30 minutes lunch)
Place of work: Remote (with some travel to our Brighton office)

Position Summary

You’ll work with our Head of Clinical Operations and Clinical teams to manage the day-to-day management of our busy GP Telehealth and Expert Medical Opinion services. This is a ‘sleeves rolled up’ role and you will spend time getting to know our customer service and administrative teams, using all your experience to make their working lives easier. You will design and implement process improvements to improve operations efficiency and ensure we are following best practice principles as well as meeting regulatory requirements and our customer SLAs.

As this is a patient-facing role, you’ll also work closely with our clinical teams, ensuring we are suitable staffed to meet demand. You will be an escalation point for complaints and expressions of dissatisfaction and monitor all aspects of service delivery. We’re looking for someone who is passionate about delivering great service to our patients and pursues continuous improvement.

Responsibilities

• You will be responsible for the successful operational delivery of our GP Telehealth and Expert Medical Opinion services
• Own relevant Customer SLAs and ensure we meet them
• Undertake a 360 review of all our operational processes and seek tangible improvements to ensure improved efficiency and a better experience for both patients and staff
• Identify departmental risks and deficiencies and escalate them to our governance team
• Act as an escalation point for complaints and incidents where applicable, and support our Quality Assurance team to investigate and resolve non-conformities
• Ensure teams follows policies and protocols that meet our responsibilities to our regulators and clients
• Review and rewrite relevant policies and training documentation
• Support our clinical teams to ensure that we are suitably staffed
• Capacity modelling to ensure we have suitably staffed for demand
• Be able to identify tech and product gaps relevant to the role, and formulate development requirements
• Work with the development team to support product updates, and oversee the operationalisation of product improvements

About You

• You have relevant experience in a similar role
• You understand the UK healthcare market and have worked in it before
• You aren’t afraid of a challenge and love working in dynamic, fast-growing environments
• You are passionate about delivering great service
• You are organised and meticulous but creative and adaptable
• Knowledge and experience of CQC policies and procedures will be an advantage
• Proficient at use of MS Office and able to learn and adopt to new technologies easily
• Previous experience with Salesforce will be an advantage

Employee Benefits

• Pension contribution at the rate of 8% fully paid by Teladoc (up to £50K of salary)
• Private medical insurance
• Annual paid leave entitlement of 25 days plus public holidays (pro-rata)
• Employee Assistance Programme (EAP) with access to free financial, legal and lifestyle, advice, as well as counselling and Mental Health support
• MyStrength, our very own emotional awareness app supporting your mental wellbeing
• Thanks Ben benefits platform.
• Company laptop.

Equality and Diversity

Teladoc Health UK adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. We strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Teladoc Health UK.

Job Type: Permanent

Salary: £40,000.00-£45,000.00 per year

Benefits:

• Company pension
• Private medical insurance
• Sick pay
• Wellness programme
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote

pixelaxiom.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, pixelaxiom.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, pixelaxiom.com is the ideal place to find your next job.