Senior Operations Management Specialist

1 month ago

Sydney, New South Wales, Australia Eucalyptus Full time
About the Role

As a key member of our Patient Experience team, you will lead the Process and Change team in optimizing clinical support services for our patients. This critical role involves managing a small team of process specialists based in Manila, driving process improvement initiatives, and ensuring high-quality patient interactions.

Key Responsibilities:

  • Lead the Process Team, managing a small high-performing team responsible for building and updating processes for patient support services.
  • Ensure Quality Through Audits, managing auditing processes to ensure processes are executed correctly and up-to-date, and that patient interactions are consistently high-quality.
  • Drive Continuous Process Improvement, proactively updating processes to reflect the constantly evolving patient experience needs and ensuring the frontline team operates at its best.
  • Problem-solve and Lead Operational Projects, taking on critical projects as needed, identifying and solving complex operational challenges in a fast-paced telehealth environment.
  • Advocate for the Patient Experience, using patient experience data to drive service and platform improvements across the organization.

About You

We are looking for a collaborative leader who can bring a positive and motivational attitude to the team. You should be capable of managing cross-functional projects, especially those involving technology and process optimizations. You should be passionate about improving patient experiences and be relentless in finding solutions, whether through automation or process innovation. You should use insights and analytics to inform decisions, make trade-off calls, and continually iterate on processes to drive improvements in efficiency and quality.

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