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eMed · 1 month ago

Director of Clinical Operations

Miami, FL

Full-time

Onsite

Director/Executive

eMed is a company that operates a D2C and B2B population health service focused on GLP-1 and related peptide medications. The Director of Clinical Operations is responsible for managing and delivering patient-facing services, collaborating with various stakeholders, and ensuring quality and performance improvements in clinical operations.

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Responsibilities

Provide strong leadership, guidance, and mentorship to all operational staff

Lead on overall organisation and governance for the service, working with the Chief Medical Officer, Customer Support Lead, Director of Quality and Regulatory to ensure robust systems are in place for audit, significant event analysis, complaints management, and risk management

Responsible for the day to day operation of key external partners, to include but not exclusive to fulfilment, Labs, clinical and pharmacy partners

Work with the wider team in developing, implementing, and reviewing policies, protocols, and pathways to ensure adherence to best practice

Lead on investigation and resolution of customer complaints

Provide expertise and input to product, technology and design teams

Contribute to the strategic planning and development of the services, identifying opportunities for innovation and service improvement

Work with the clinical, technology and finance teams to ensure that the services are delivered in a financially sustainable way

Lead on the development and implementation of new services and initiatives in response to patient needs and leadership priorities

Represent eMed externally when required

Drive continuous quality improvement initiatives across the service

Monitor and analyse partner performance and quality, identifying areas for improvement or change

Work with the Director of Quality and Regulatory in monitoring and analysing clinical performance data, identifying areas for improvement and implementing corrective actions

Work with the Chief Medical Officer to ensure that processes are safe and effective

Promote a culture of learning and reflection, encouraging staff to engage in quality improvement projects

Provide supervision and support to other operational staff (where appropriate through their respective line managers and team leads)

Participate in the recruitment and induction of new staff

Maintain involvement in day to day issues as appropriate for the role and demonstrate exemplary customer care

Champion customer engagement and involvement in service design and improvement

Work with colleagues to ensure patient safety is paramount in all operational activities

Handle complex patient issues and complaints with sensitivity and professionalism

Work effectively with the Customer Support, Quality and Clinical teams to ensure efficient and effective operational delivery of clinical services

Foster strong working relationships with other healthcare providers, clients and partners

Qualification

Healthcare managementQuality assuranceData governanceAnalytical skillsOrganizational skillsIT skillsInterpersonal skillsCommunication skillsProblem-solving skills