Office Management (Administration & Office Support)Pop is Australia's leading telehealth Speech Pathology company. Established in 2016, our female-led company has grown from a team of 2 in January 2019, to a team of 70+ in November 2024.Our fast-paced growth has seen Pop transition from start-up to scale-up, providing amazing career growth opportunities for all members of our team.Pop services over 1400+ families every week, online, and has plans to continue to grow & develop our service over the years to come.We've built a values-driven business with a culture of excellence and we're passionate about making a difference and creating ripples in this world.About the RoleWe are on the hunt for a Clinic Operations Manager with strong customer service, operations, and systems knowledge to oversee and optimise the operational backbone of our company.This role will support the Head of Operations ensuring seamless operations across our systems, data management, administrative processes, and be connected to day-to-day customer service, customer support, and therapist support functions.This role works as part of our Support Crew and requires strong collaboration with leadership and key stakeholders, along with a proactive approach to support the various clinical and non-clinical functions that run the Pop business.Experience as a practitioner or therapist is not required for this role; however, a holistic understanding of the operations within allied health is preferred.The role is based in our Cannon Hill office and will have some flexibility to WFH following a successful onboarding.Day-to-Day ResponsibilitiesProvide high-level administrative support for the leadership team to achieve business goals including (but not limited to):Working with key internal and external stakeholders to generate solutions to business problems.Identifying and completing quality improvement in business systems and processes.Proficient in working with data related to operational metrics and clinical performance (productivity, utilisation, efficiency, caseload, targets, KPI's within various BI tools) with a growth and continuous improvement mindset.Overseeing administrative tasks involved in onboarding and offboarding of the clinical team.Managing high-level risks in conjunction with the executive team.Working on special scaling projects as a stakeholder such as PMS migration, CRM upgrades, ICT upgrades, etc.Overseeing meeting schedules for wider clinical, non-clinical team and leadership teams and preparation of agenda and minutes for meetings.Supporting rollouts and change management and scaling projects to the wider team.Coordinate and manage the Quality and Risk Register and Incident Register in partnership with the leadership team.Overseeing systems for tracking and updating policies and procedures related to clinic management.Competent in operational coverage for business functions, such as Customer Service, Intake & Sales and Delegations as needed.Proficient in compiling, analysing and interpreting operational information in verbal, written, and visual methods, presented for business meetings and Head of Operations.Ensuring internal audits are completed effectively and accurately by due date.Ensuring all audits and data are in line with company goals, and working proactively with key stakeholders to continuously improve these processes to optimise business outcomes.Support business compliance with relevant regulatory bodies like SPA, NDIA, etc.Oversee delivery of responsibilities related to office management, postage, and resources.Essential Criteria (The Non-Negotiables)Proven customer service and lifecycle management experience, ideally in a high-volume environment.Strong knowledge of Google Suite, Zoom, CRM systems equivalent to (Hubspot, Salesforce, Pipedrive, Zoho Desk), and Slack.Experience with softphones in a virtual environment.Excellent prioritisation skills & flexibility to problem-solve quickly.Flexibility to step outside the confines of your role as an integral part of our fast-growing company to cover team members, or take on new challenges and responsibilities.Working with various datasets with sound business and financial acumen.You're an exceptional communicator in both written and verbal form.Ability to work independently to meet KPIs.We'd Love it if You Also Have (The Bonus Points!)Previous experience in Healthcare, especially Allied Health.Knowledge of the NDIS and other funding models.Ability to provide tech support in Zoom & TEAMS for our clients.Connections with Rural & Regional Australia (we care about our beginnings!).
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