Head of Operations
3 weeks ago
As the Head of Operations - Telehealth at Montu Group Pty. Ltd., you will be responsible for leading and managing a contingent independent contractor workforce of 100 doctors. This role involves evolving the clinical solutions and experience, ensuring availability and engagement of the workforce, identifying and building out tech controls, ensuring patient and prescriber safety, and keeping across policy and regulation.
Key Responsibilities:
Provide strategic direction and leadership for the telehealth doctors' team
Develop and implement clinical solutions to enhance patient and prescriber experience
Ensure the delivery of high-quality care through evidence-based practices
Build and lead a high-performing team by providing leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities
Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members
Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals
Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation
Workforce Management:
Develop strategies to attract, retain, and motivate the doctors workforce (independent contractors)
Develop strategies to promote high engagement and availability from Doctors to meet the demands for consults
Oversee workforce planning and scheduling to meet patient demand
Tech Controls and Innovation:
Identify and build out technological controls to support telehealth services
Work with IT and other departments to integrate new technologies and improve existing systems
Ensure that tech solutions align with clinical needs and regulatory requirements
Patient and Prescriber Safety:
Implement policies and procedures to ensure patient and prescriber safety
Monitor and ensure compliance with all relevant healthcare regulations and standards
Lead initiatives to continuously improve safety and quality of care
Policy and Regulation:
Stay abreast of changes in healthcare policy and regulations affecting telehealth
Ensure the telehealth service complies with all relevant laws and guidelines
Work with the compliance and legal teams to address regulatory challenges
Qualifications:
Proven track record of developing and executing operational strategies in high-growth, tech-driven environments, ideally with a focus on scaling services
Experience working in rapidly scaling organisations, particularly in digital health or technology sectors, where efficient resource management and process optimisation were key to success
Strong commercial background with the ability to align operational processes with business goals, drive profitability, and contribute to revenue growth
Expertise in designing and implementing repeatable processes that ensure consistency in service delivery, particularly in technology based environment, or health adjacent
Ability to build or influence the development of tech stacks to meet operational needs, ensuring that digital health products function seamlessly and consistently across large patient populations
Prior experience in consulting environments, with a focus on high-pressure, fast-moving projects that required rapid problem-solving and the ability to handle complex stakeholder management
Experience managing large teams or high movement of people as a resource, ensuring alignment across operations, and supporting rapid organisational growth
Strong understanding of building and scaling service products, with a focus on ensuring high-quality outcomes every time
Demonstrated ability to work quickly and efficiently, with a hands-on approach to problem-solving in a dynamic and fast-paced environment
Ability to innovate and create scalable processes that support operational and technical growth while maintaining a focus on consistent service delivery
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