Collaborate with clinical leaders to build and document distinct clinical workflows for each provider type (MDs, NPs, Dietitians, and Counsellors)
Act as the operational voice to help define requirements for chat features, such as smart templates, automated triage, and clinician dashboards that reduce administrative burden
Develop and maintain models to predict chat volume and message frequency
Define and monitor key performance indicators (KPIs) including response times, clinician utilization rates, and the 'Sync-to-Async' conversion rate
Collaborate with Medical Directors to establish clear protocols on which patient inquiries are appropriate for chat and which require an escalation to a live video consultation
Gather and synthesize feedback from both patients and clinicians to identify friction points and propose service improvements
Lead cross-functional working sessions to align clinical, product, and operational teams on new service workflows

3–5 years in Operations, Service Design, or Product Operations, ideally within a high-growth Digital Health or Direct-to-Consumer Marketplace environment
Proven experience in managing or designing asynchronous service models (text-based or queue-based delivery)
Strong proficiency in data analysis and financial models to drive decision-making and forecast capacity and unit economics
Exceptional ability to influence cross-functional stakeholders, including Product, Engineering, and Clinical leadership
A strong understanding of the Canadian healthcare landscape and virtual healthcare delivery
Ability to translate complex clinical needs into clear operational processes and technical requirements
Experience with healthcare compliance and regulatory requirements (PIPEDA, provincial telehealth regulations) is a great-to-have
Familiarity with healthcare scheduling or workflow management platforms is a great-to-have
Background in women's health, weight management, or chronic disease management is a great-to-have

Comprehensive total rewards package highlighting competitive salary and bonus structures
Minimum 3 weeks of vacation
Flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills

Clinical Operations Consultant – Virtual Care

Key skills