Operations Manager, Digital Health Services

About the role

We are looking for an experienced and hands-on operations leader to lead our telemedicine operations and medication fulfilment teams. The role may be appointed at Assistant Manager or Manager level, depending on the candidate's experience, demonstrated scope of leadership and ability to manage complex operational outcomes.

At Assistant Manager level, the role will focus on daily execution, team supervision and implementation of established workforce, quality and performance plans, with broader decisions escalated to the Head of Telemedicine. At Manager level, the role will carry full accountability for the unit's operational performance, workforce, controllable costs, risk management, vendor performance and improvement agenda.

Key responsibilities

• Lead daily telemedicine and medication fulfilment operations from post-consultation processing through packing, order checks and delivery-partner handoff. Establish clear shift coverage, handover and escalation arrangements.
• Monitor demand, work queues and service disruptions, deploy resources where they are needed and lead operational recovery when issues arise.
• Plan rosters, staffing coverage, leave and overtime to support operating demand while maintaining fair and sustainable work patterns.
• Set clear expectations, coach team members and manage performance, skills development and succession in partnership with Human Resources.
• Maintain procedures and controls for medication fulfilment, packing and checks, inventory, patient data and equipment use in line with healthcare, licensing and internal requirements.
• Investigate operational incidents, errors and complaints, identify root causes and complete corrective actions.
• Monitor and improve service levels covering staffing, turnaround, fulfilment readiness, accuracy, productivity, escalations and inventory.
• Manage controllable costs, inventory and courier or vendor performance within delegated authority, report material variances and recommend corrective action.
• Coordinate and resolve non-clinical escalations, ensure timely action and identify recurring causes of service failure to prevent repeat issues.
• Build effective working relationships across Clinical Services, Medical Concierge, Technology, Product, Finance, Human Resources, Procurement and external partners.

About you

• A relevant diploma or degree, or equivalent experience, with a practical understanding of healthcare operations, patient-data protection and medication-fulfilment processes.
• For appointment at Assistant Manager level, typically at least four years of relevant operations experience, including demonstrated supervisory or shift-lead responsibility.
• For appointment at Manager level, typically at least five years of relevant operations experience, including at least two years of sustained people and operational leadership.
• Experience in workforce planning, performance management, operational controls, incident handling, vendor management and process improvement.
• Confidence using operational systems and data to investigate issues, improve performance and make clear recommendations.
• Strong judgement and communication skills, with the ability to lead teams and coordinate varied stakeholders.
• Flexibility to maintain regular contact with operating shifts and provide escalation coverage outside standard office hours when needed.
• Telemedicine or technology-enabled healthcare experience is an advantage. By submitting your application, you grant consent to Fullerton Health and affiliates to utilize your information to assess job suitability and be considered for other suitable positions.