Operational Support Specialist

As a Clinical Operations Support Specialist, you will play a key role in supporting the day-to-day delivery of efficient and high-quality clinical services. Working closely with our Admin Leads, practitioners and cross-functional stakeholders, you will help ensure the right clinical resources are in place at the right time to support both patients and practitioner teams.

This role is heavily focused on clinical operations troubleshooting and flow management, overseeing queues, identifying service gaps, and proactively resolving operational issues to reduce wait times and improve the practitioner and patient experience. You will support practitioner rostering, respond to practitioner correspondence, and collaborate with teams such as Customer Success and Registered Nurses to resolve operational issues.

Through strong systems thinking, platform navigation and data-informed decision-making, you will surface service risks, escalate and report issues appropriately and contribute to strategic improvements that strengthen clinical delivery and operational efficiency.

Responsibilities

Provide Support to Practitioners:

• Provide timely and reliable clinical operations support to practitioners both during regular operating hours and outside standard Australian HQ office hours, ensuring continuity of care and minimal disruption to service delivery.
• Respond to practitioner correspondence across tickets, email, and internal platforms, addressing operational, scheduling, and system-related queries in line with agreed SLAs (within 24 hours).
• Troubleshoot and resolve issues in real time where possible, escalating appropriately when required, and ensuring practitioners feel supported and equipped to deliver high-quality patient care.
• Manage patient rescheduling, identifying the nearest possible appointment availability to minimise patient disruption and maintain clinical flow.

Assist with Technical Onboarding:

• Play a key role in the technical onboarding process by setting up new practitioner accounts within relevant systems.
• Perform data entry tasks, ensuring that all practitioner details are accurately captured in the system, maintaining integrity and privacy of sensitive information.
• Help new practitioners familiarize themselves with internal systems, tools, and processes to ensure smooth integration into the team.
• Provide guidance and assistance as required, including troubleshooting common setup issues and escalating more complex matters to the appropriate technical team.

Support Practitioner Rostering:

• Assist with managing and adjusting practitioner schedules as needed, ensuring proper coverage and minimal disruption to patient care.
• Respond promptly to inquiries related to shift changes, availability, and scheduling conflicts.
• Collaborate with practitioners and internal teams to facilitate the smooth scheduling of shifts, addressing any conflicts or changes in availability as they arise.
• Ensure that all scheduling updates are reflected accurately across systems, including roster updates on platforms like Deputy.

Queue Management, SLAs & Service Delivery Performance:

• Actively manage and prioritise operational and clinical queues, including ticket queues, quiz reviews, callbacks, and practitioner correspondence, to ensure efficient service delivery.
  • Meet operational performance expectations, including:
    • Minimum 8 tickets resolved per hour
    • 24-hour response SLA for practitioner tickets and emails
    • 12-hour SLA for initial quiz queue processing
    • Maximum 24-hour wait time for patient callbacks
• Identify emerging queue backlogs, service risks or workflow bottlenecks, and proactively take action to resolve or escalate issues to protect patient experience and practitioner capacity.

(Notes, current KPIs & SLAs will be periodically reviewed & updated as required. All changes will be communicated)

Monitor and Respond to Inquiries from Various Teams in Operations:

• Serve as a point of contact for other departments or teams, including Operations, to address inquiries related to patient care, practitioner schedules, or other operational needs.
• Coordinate with internal teams to ensure that all relevant stakeholders are kept informed of updates, issues, or changes that might affect service delivery or patient care.
• Provide clear and timely communication to ensure smooth inter-team collaboration and problem resolution.

General Administrative & Clinical Operations Support:

• Provide comprehensive administrative support to the Clinical Operations and Clinical Services teams, including maintaining accurate records, managing documentation, preparing reports, and completing data entry across multiple systems.
• Support consistent adherence to operational processes and clinical workflows, ensuring documentation is accurate, up to date, and compliant with internal standards.
• Manage high volumes of practitioner and internal emails, ensuring clear, timely, and professional communication aligned with SLAs.
• Assist Admin Leads and stakeholders with ad-hoc operational requests, contributing to continuous improvement initiatives aimed at reducing wait times, closing service gaps, and improving practitioner and patient experience.

Competencies and Qualifications

Must-Have

• At least 2 years of experience in customer support, admin support or a similar role.
• Excellent written and verbal communication skills in English.
• Ability to efficiently manage patient queues, ensuring timely access to healthcare services.
• Strong problem-solving skills, with the ability to quickly diagnose operational issues, identify root causes and implement effective solutions.
• Ability to view operational challenges through a strategic lens, balancing immediate issue resolution with longer-term improvements to workflows, capacity and service delivery.
• Previous experience working with AU, US, or UK clients

Nice-to-Have

• Experience in the healthcare industry
• Familiarity with software tools like Google Sheets, Slack, and Deputy, and the ability to quickly adapt to new systems or platforms.
• Knowledge of conflict resolution and de-escalation techniques.
• Comfortable working to defined KPIs and SLAs while maintaining a strong focus on patient and practitioner experience.

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Leave (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs