Clinical Operations Manager

Anywhere

Posted 5 months ago

At Shift Collab, we are on a mission to build Canada’s leading boutique therapy brand – one session at a time.

Founded in 2016, we are a virtual company headquartered in Toronto with over 100 therapists and 15 operations staff, delivering nearly 50,000 therapy sessions each year to Canadians. The Toronto Star awarded us the Readers’ Choice Award for Best Therapy Practice in 2021 and 2023; we were named Tech4SickKids’ Most Philanthropic Start-Up in 2023; and we are regularly featured on podcasts and in the national media.

While most of our competitors are tech platforms and therapist marketplaces, our model is very simple: if we attract, retain, and support the growth of exceptional therapists, our clients and therapists win. This highly curated approach means we contract less than 5% of therapists who apply and seek to build long-term and result-driven partnerships with our providers. The strength of our provider group allows us to drive business through several channels, including direct-to-consumer, B2B2C, and corporate and institutional partnerships. As our impact in the mental health landscape continues to grow across Canada, we are seeking a Clinical Operations Manager to drive the operations, development, and scaling of our therapist provider group.

The Position

Shift Collab is driven by offering premium, accessible, and relatable mental health therapy to Canadians. As the Clinical Operations Manager, reporting to the Clinical Director, you’ll be directly responsible for:

Leading, growing, and developing our team of therapy providers, providing day-to-day operational support and direction to therapists on non-clinical matters such as caseload management, client retention, revenue targets, and promotional efforts.

Driving and meeting operational KPIs such as client and therapist retention, revenue targets, completed sessions and client satisfaction.

Developing and managing a therapist activation program to ensure therapists are effectively engaged, promoting and championing our mission and services, and offering exceptional customer service.

Working with People Operations and the Clinical Director, you will actively participate in ongoing therapist recruitment and hiring.

Managing therapist onboarding, ongoing coaching, and support plans.

Managing and leading internal communications with therapists, including news, announcements, professional development, and training resources.

Updating and implementing policies and procedures to enhance the therapist and client experience.

Delivering on our vision and growth strategy through a high level of proficiency in cross-functional team collaboration with other teams, including marketing, partnerships, customer success, clinical, and operations.

Supporting therapist promotional efforts, in collaboration with the Clinical and Marketing Teams, through co-executing campaigns, virtual and partnership events, content development, and engagement activities.

Driving operational excellence through a focus on efficiency, productivity, and margin in our therapy operations.

You are a great fit for the role if you:

Are proficient in non-clinical aspects of therapist support, such as caseload management, client retention, and promotional or marketing strategies.
Are a relationship builder and team player with excellent communication and interpersonal skills, with the drive to collaborate effectively with therapists and cross-functional teams.
Have a proven track record of successfully executing and delivering on projects in a timely and effective manner, with experience in training, facilitating, and motivating health care providers.
Commit to being a growth-oriented leader skilled at problem-solving, operational efficiency, and project management.
Demonstrate working knowledge and experience in understanding PHIPA, regulatory bodies such as the CRPO and OCSWSSW, and the provision of therapy in a private practice setting.
Maintain high standards for customer service, client care, and professionalism in all interactions.
Can impact people and results remotely; can design practices, processes, and procedures that allow managing from a distance.
Have a proven track record of scaling a provider network or experience working in a high-growth health care company.

Requirements

3+ years of people management experience in healthcare or insurance organizations.
Experience in corporate training, coaching, and driving operational KPIs.
Knowledge of PHIPA and regulatory bodies, compliance, and the provision of mental health therapy.
Strong communication, relationship-building, and problem-solving skills.
A proven track record of project execution and team collaboration.
Marketing experience and brand awareness are advantageous.
While this role is remote, we expect that the candidate can commute to events in the GTHA.

Benefits

Competitive salary ranging from $70,000-$85,000
Remote first, with occasional in-person team meetings and events in the GTHA
Health, dental, and vision benefits
Wellness days in addition to vacation and your birthday off
Volunteer days to give back to a cause of your choice

If you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply.

If you are a therapist in private practice seeking an additional role, please note that this position is dedicated solely to full-time employment and does not accommodate dual responsibilities.