• Be Part of An Organisation Shaking Up the Aged Care Industry!
• Two Year, Full Time, Fixed Term Contract
• Working from Our Coolangatta Beachfront Office

About the Role:

Reporting to the General Manager, Service Transformation & Innovation, the Operations Manager - Virtual Care provide operational and program leadership for Virtual Care and Digital Health Programs. You will be responsible for ensuring that the Virtual Care Services achieve the highest possible quality and service outcomes positioning Feros Care for new service growth and opportunities.

This will be achieved through participating in the product development process, including allocated projects (and associated research, development, pilots and implementation of new virtual care services), whilst growing and maintaining the integrity of existing services. You will ensure that all program reporting, quality and service requirements are met, whilst supporting the Virtual Care Team to deliver their best work by actively driving the continuous improvement process.

Your key responsibilities will include:

Service Delivery and Client Experience:

• Management and coordination of recruitment, orientation, coaching, mentoring, performance management, and professional development of the Virtual Care workforce through a planned and consistent approach
• Ensure workforce is available and skilled to meet client needs and deliver program outputs
• Actively monitor client satisfaction, participation and service experience data and activity reports
• Identify trends and take action to ensure client experience expectations and service standards are being met
• Participate in the resolution of complaints ensuring these are captured, acted on and resolved within required time frames and a positive experience is maintained for clients
• Actively manage deliverables to meet KPIs as outlined in contractual or partnership agreements, and in line with identified Feros Care strategies
• Acting as the subject matter expert ensuring comprehensive knowledge of the programs.

Program Management and Projects:

• Development of project briefs, implementation and evaluation plans for service and product pilots
• Lead high energy project teams in the implementation pilot operational activities, reporting to project / pilot steering committees on pilot progress, outcomes and evaluation
• Work closely with the project and business support teams to monitor pilot budgets, costing and business plans for mainstream implementation and deployment
• Develop positive and productive partnerships with all stakeholders including government and non-government agencies and other external organisations
• Monitor and ensure quality systems are maintained and the preparation of records, reports, submissions and correspondences as required in accordance with policies, procedures and relevant government standards, funding agreements and other contracts
• Leading the implementation of new Virtual Care and Digital health programs and supporting the relationship management of new partnerships.
• Identifying and referring opportunities for collaboration and joint initiatives with our partners and with like-minded organisations to progress our innovation and service product development, income diversification and enhance customer experience and expectation.
• Participate in customer journey mapping, service redesign, new product and service development, pilot and deployment to ensure we meet client and stakeholder expectations, provide Feros Care with a competitive advantage and achieve our person centred mission to support people to Grow Bold

About You:

• Qualifications in health or human services or related discipline
• Experienced senior clinician with well developed clinical skills
• Demonstrated experience in leading teams where you created a workplace culture that was engaging, positive, playful, creative, cohesive and productive

• Proven experience and demonstrated success in Service and Product Design, development, implementation and evaluation
• Broad experience in service delivery and quality systems in either the aged, community care or health sectors
• Demonstrated experience of working collaboratively with Business Leaders
• An excellent track record of innovation, making things happen and achieving business outcomes
• Demonstrated business acumen and commercial skills
• Ability to work in a fast paced organisation within multiple projects and priorities
• Demonstrated understanding of government, business and organisational drivers, you will conceptualise solutions that achieve positive business outcomes
• High level interpersonal, communication, consultation and negotiation skills
• Demonstrated understanding and advanced knowledge of person-centred care and an ability to deliver consistent professional and innovative services and quality outcomes
• Previous experience working for a start-up and or health care industry in any capacity will be highly regarded
• Health Coaching and Health Promotion Experience
• Project Management Experience

Who are we?

We’re Feros Care. And what we care most about is helping people live bolder lives. Healthier. Better connected. More active. More fulfilling.

We believe that variety is the spice of life – everyone is welcome, and everyone matters at Feros Care. We are proud to be an inclusive organisation, embracing all people, regardless of ethnicity, culture, gender, identity, sexual orientation or disability.

Apply Today!

Feros Care acknowledges the traditional owners of this land, the Aboriginal & Torres Strait Islander People of this Country. We also pay respects to Elders past and present, who strive to build a better and more sustainable future for future generations.

When successful, you will be required to undertake a criminal record check in accordance with legislation and have the right to work in Australia.

To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Nic Gulliver on 07 5669 0559 (option 3), quoting Ref No. 903291.