Responsibilities
- Run our clinics, daily. Own clinician scheduling, appointment triage, and the operational workflows that keep our UK, South African, and US clinics moving - so practitioners can focus on care.
- Be the first responder for members. Triage and respond across Intercom, the Vira Member Zone inbox, Slack, and email - handling queries directly where you can, and routing clinical or complex issues to the right team.
- Assist with clinical governance and compliance workflows, utilisation tracking, US credentialing, payer eligibility, and supporting with US Charting Audits.
- Improve how we work. Identify operational pain points and partner with clinical, product, and operations teams to sharpen our processes over time.
Requirements
- 2+ years in clinical operations, virtual care, or healthcare member support. You've handled both the operational backbone (workflows, scheduling, compliance) and the member-facing side (responding to queries, building rapport, resolving issues). Ideally in a healthcare or healthtech setting.
- Working knowledge of the US healthcare system is essential. You'll own US-facing workflows day-to-day, including payer eligibility, clinician credentialing, collaboration agreements, and chart audits. You already understand how the system works - and can use that understanding to unlock problems for patients.
- Strong attention to detail, paired with the drive to improve. You follow SOPs precisely, spot when a workflow is broken, and partner cross-functionally to fix it rather than work around it.
- Full ownership in a remote, async environment. You drive work forward without prompting, anticipate problems before they're urgent, and chase loose ends without being asked.
- Strong prioritisation across competing queues and timezones. UK, SA, and US operations every day - knowing what not to do matters as much as knowing what to do.
- Excellent written and verbal communication. You build rapport quickly in a virtual setting, across members, clinicians, and internal teams.
- Comfortable across digital platforms and health technology tools. You pick up new systems quickly (ClickUp, Slack, Intercom, Healthie, JustCall, others).
- Compassionate, empathetic, and non-judgmental in all member interactions, with discretion and professionalism around clinical and patient data.
- Cultural humility and a genuine commitment to serving diverse communities.
Nice to Have
- Experience in telehealth, digital health, or virtual care operations.
- Experience in a startup or fast-paced scale-up environment.
- Working knowledge of clinical safety / clinical governance reporting.
- Multi-lingual capabilities (particularly French, Spanish, Arabic, or other languages relevant to our markets).
Compensation
Compensation Range: £20K - £35K
Work Arrangement
Remote (Worldwide) — UK, South Africa, United States
Additional Information
- This role is a full-time remote role.
- We welcome applications from both employees and contractors.
- Remote-first, with a flexible and internationally distributed team.
- Values-led culture built around being Bold, listening deeply, and pursuing Excellence.
