Operations Manager

Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia.

The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists.

We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.

Role Purpose & Context

Virtually delivered services in primary care have expanded significantly post-covid, growing to over 5 million annual services, a circa tenfold increase in less than 5 years; to enable HotDoc to continue to deliver on its mission of Improving the healthcare experience for everyone in Australia, we recognise on-going investment in this area is critical.

As an Operations Manager you will be responsible for ensuring the best possible virtual care experience for both patients and practitioners on HotDoc.

You will have a directive towards operational improvement initiatives, impacting the growth and health of HotDoc’s virtual care marketplace from a multitude of angles.

Unique value of the role

Macro

• Display aspects of manager of one like ownership over ensuring patients and practitioners have a high quality experience with HotDoc’s Virtual Care offerings
• Own the development, implementation and operational excellence of processes and systems that underpin quality of supply and experience in the marketplace

Micro

• Develop relationships with partners to ensure optimal marketplace availability (liquidity) to meet demand
• In conjunction with product and engineering teams, develop a quality governance framework for practitioner supply, integrated with the practitioner review system, manage the implementation of this framework with partners

Key Accountabilities

Take Ownership

• Develop and implement processes and systems to underpin quality and accessibility within HotDoc’s Virtual Care offering
• Be the ‘go to’ representative for HotDoc partners participating in Virtual Care offerings
• Problem solve and apply a ‘first principles’ approach to blockers or happenings that erode the Virtual Care experience

Build Alliances

• Act as the Operational SME and key point of contact between HotDoc’s Partners, Product and Customer teams

Insist On Great

• Champion marketplace reliability (time to access care and quality of user experience); prioritise quality and accessibility of experience above all else
• Care Obsessed: Analyse the patient and practitioner experiences to ensure every consultation and request for care is of the highest possible standard across all available supply types

Stakeholders & Relationships

Direct Manager – Head of Growth, Blake Roberts-Settle

Skip Level Manager – CEO/Founder, Ben Hurst

Direct Reports – N/A

Qualifications

Experiences, Capabilities & Qualifications

• 2 years of experience in similar roles: operations, partnerships, account manager, customer success
• Problem Solving: Effectively resolve issues involving people, things, and processes using logic and creativity. Identify the root cause of a problem, rather than focusing on symptoms
• Executional Excellence: Achieve observable results and continuous improvements despite challenges and setbacks

Preferred Qualifications

• Experience working cross-functionally with Partners, Account Management, Product, and Customer teams
• Problem Solving: Effectively resolve issues involving people, things, and processes using logic and creativity. Identify the root cause of a problem, rather than focusing on symptoms.
• Stakeholder Management: Engage, inform, and gain support from various stakeholders, both internal and external
• Speed, resourcefulness, and go-getter attitude. You’re operating in a high growth space, with a multitude of unknowns, being comfortable bringing clarity to ambiguity is important
• Marketplace Experience: Demonstrable understanding of typical marketplace health metrics (liquidity, supply x demand ratios, northstars) and the ability to impact them
• Healthcare Experience: A background working within the primary care industry or relevant experience / education

HotDoc is a place where you can be you.

Our people are at the heart of HotDoc. We are an employee first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.

We celebrate diversity at HotDoc and we encourage applications from all backgrounds, communities and industries, and are committed to having a team that is made up of diverse skills, experiences and abilities.

If you would like to find out more about how we celebrate diversity, please visit https://practices.hotdoc.com.au/diversity-inclusion-belonging/