Manager, Clinical Operations and Education at mDoc Healthcare

The Position

•  We are looking for a candidate who is a clinician and an excellent public speaker as well as a writer.
• You are intellectually curious and therefore will harness evidence to help drive our clinical programs while ensuring we are generating and disseminating the evidence. You will help to manage clinical operations, scale and quality improvement excellence and customer/member engagement.
• You will manage the clinical operations for different product and service lines and will lead a small team to deliver and surpass performance expectations. You will focus on clinical operations, impact, scale, quality improvement excellence and customer/member engagement. You will manage the clinical operations for the different product and service lines and will lead a small team to deliver and surpass performance expectations.
• You will work closely with the Director to refine the clinical performance dashboard in concert with the data and engineering teams, Product and Project leads and coaches which we will use routinely to track our business development, partnership success, operational excellence, clinical/quality performance, patient engagement and experience and financial achievements. Given we are a technology firm, you will use digital tools to track, predict our success as well as manage our members. A keen interest and openness to working with technology are critical.
• You will be responsible for ensuring smooth daily operations across the Hubs and our office and for providing medical oversight to the digital and hub staff, collaborating with our partners, and leading the development of clinical practice guidelines.
• This includes ensuring appropriate clinical supervision of the care team, spearheading clinical quality and performance improvement initiatives, clinical risk management, achieving hub-level and individual patient quality outcomes, and supporting clinical best practice adoption and furthering the integration of behavioural health and promotive/preventative services.

Responsibilities
You will:

• Manage programs to continuously understand and address clinical team training needs while applying the latest clinical evidence contextualized to our settings for the self-care management of chronic conditions. Maintain clinical protocols according to changes in clinical best practice.
• Support management of critical product and service lines including iteration on the strategy with full ownership of the execution model, oversight of the team and achievement of the performance results including member experience, partnerships, financial results.
• Design and develop clinical, behavioural, digital, quality training and mentoring programs grounded in evidence for the clinical, product, tech and business teams using asynchronous and synchronous approaches. These training programs will be hybrid of in-person and digital using consultants as needed.
• Manage internal clinical review meetings to ensure fidelity of clinical programming
• Work closely with the research team and external strategic partners to design evidence programs that help us better understand the impact of our innovative integrated self-care approach on our members.
• Collaborate with our product, tech, marketing and growth teams to optimize our brand. Summarize and share feedback from members with the technology team to ensure user-centred iterations in product and service delivery.
• Support business development efforts and investment opportunities and co-lead proposal development process when needed. Showcase our programs, the clinical rigour and member experience with clients and partners.
• Leverage digital tools to manage the team and ensure full adoption by clinical team members
• Harness Gemba principles to optimize the coaching process.
• Actively analyze clinical outcomes and business analytics to advise organizational priorities and decision-making pertaining to staffing, business development, and revenue growth
• Understand regulatory requirements and ensure compliance.
• Interface with external experts and clinical consultants as needed for respective products and projects
• Test different models for member engagement and experience
• Work with advisory and consultant teams to ensure the integration of behavioural science efforts into driving engagement
• Work with Clinical Operations Associate to refine and evolve hub and digital protocol for Complete Health and associated SOPs
• Oversee clinical content of social media message, ensure standardized and evidence-based, develop a program for facilitation by coaches with opportunities for feedback
• Implement an accountability and monitoring framework for all coaching, navigator staff as well as coaching rewards system.
• Facilitate mystery patient and broader quality control programs to ensure coaches are providing top-notch service that will drive member engagement and high retention.
• Monitor clinical quality dashboards.
• Work closely with the communications team to ensure optimal health education messages for members.
• Work with the Ops team to track progress and ongoing fidelity monitoring of the implementation and rollout of new processes and workflows with the care team.
• Have oversight of community-based screening and NudgeHub programs in partnership with staff.
• Contribute to a data-driven culture of real-time learning, feedback and rapid iteration

Requirements

• Medical Degree required
• MBA or Master's preferred
• 4-7 years of experience in clinical medicine and project management experience preferred.
• Data analytics and comfort with data tools is required
• Exceptional writing, communication, presentation and organizational skills.
• Ability to conceptualize and execute on tight timelines, and juggle competing priorities.
• Comfort in working with a global team and in a startup environment.
• A recognition that mDoc is an early-stage startup so we are looking for you to work with an entrepreneurial mindset, quickly, efficiently and positively.
• A willingness to work super hard and problem-solve as a collective.

Benefits
We invest in our team members so that we can collectively achieve our vision of a healthier, happier, more productive Africa. To that end, our offer includes:

• Medical insurance plan
• Annual, maternity, paternity leave options with flexible time and remote working arrangements on return
• Hybrid work arrangements
• Free access to the mDoc CompleteHealth  platform including mental health, nutrition and fitness services.
• Yearly personal and professional development stipend.
• Company retreats