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Everlab is seeking a Clinical Operations Manager to own performance optimization across their clinical delivery network. This is a foundational role that will establish the performance management function from the ground up.
You will own the complete performance loop: building metrics that reveal clinical delivery quality, identifying where quality gaps exist, and driving interventions to close them. The role spans analytics, operations, and coaching—you'll be part analyst, part operator, part coach, with the autonomy to build the playbook rather than follow an existing one.
Key responsibilities include:
**Doctor Consult Performance & Clinical Quality**: Own end-to-end performance of the doctor network, including consult quality, clinical outcomes, appropriateness of recommendations, and member experience. Build the systems (rubrics, benchmarks, spotlights, playbooks) that make clinical excellence repeatable, drawn from best-practice consults.
**Clinical Workflow Optimization**: Map current workflows across consults, results review, member follow-up, escalations, and admin. Identify where time and quality leak. Redesign workflows by removing unnecessary steps, automating where possible, and documenting what remains. Partner with Product and Engineering to translate workflow problems into tooling improvements with clear ROI analysis.
**Change Management**: Pilot changes with small groups, measure impact rigorously, then roll out with proper training and communication to ensure adoption.
**Metrics & Reporting**: Build and own the metrics layer for clinical operations (consult quality, clinical outcomes, utilization, turnaround times, NPS, cost to serve). Define targets and thresholds. Create dashboards and reporting rhythms that give clinical leadership clear weekly visibility. Ensure every metric has an owner, target, and obvious next action.
You'll partner closely with the CMO, Clinical People Lead, and clinical leadership to drive excellent outcomes and member experience.
The role is hybrid, based in Sydney, with the team in the office three days per week. This is a full-time permanent position.
