Associate Manager, Clinical Administration

Company Description

Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.

Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.

Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

For more information, please visit Amwell.com.

SilverCloud by Amwell® (NYSE: AMWL) is a leading digital mental health platform, enabling providers, health plans and employers to deliver clinically validated digital health/therapeutic care that improves outcomes and increases access and scale while reducing costs. Developed in Ireland in 2012, the multi-award-winning digital mental health platform is a result of nearly 20 years of clinical research with leading academic institutions. Today, SilverCloud is being used by more than 500 organizations globally to meet their populations’ mental health needs. Global experts have clinically proven the platform through fully randomized control trials and anonymized, real-world data from over 1 million SilverCloud users. The platform is a leader in the industry with its effectiveness, engagement and range of clinical programs that encompasses the spectrum of mental health needs.

Brief Overview

Reporting to the Director of Clinical Operations, the Associate Manager, Clinical Administration is responsible for managing the day-to-day operations of the supported services in Ireland. This role involves overseeing service delivery, coordinating staff and resources, and ensuring operational efficiency to meet service goals and performance targets. Responsible for the line management of a team of administrators, the postholder will support the Director and Clinical Lead in system and service planning, while ensuring strong collaboration with other departments to maintain service quality. This role requires building and maintaining effective working relationships with internal stakeholders to support the service's objectives.

Operational

Core Responsibilities:

• Service Management: Oversee the day-to-day service delivery to ensure smooth and efficient operations.
• Process improvement: Review, implement and monitor operational processes to ensure service delivery meets established targets and quality standards.
• Client Management: Complete transition of staff and operational processes to PCMIS case management system.
• Resource management: Co-ordinate staff schedules, rotas and workloads to ensure efficient service delivery with adequate staffing in place.
• Recruitment: Manage recruitment, onboarding and training of team members as required
• Performance Reporting: Provide regular performance updates and metrics on the operational and clinical effectiveness of the service, ensuring clear and transparent communication with the clinical team lead as required.
• Information Governance: Maintain high standards of clinical record keeping
• Stakeholder Engagement: Maintain strong working relationships with internal departments such as Engineering, Research, HR and Commercial to ensure integrated service support.
• Service Innovation: Support the director and clinical lead in planning and developing service plans and improvements to align with organisational goals.
• Complaints: Manage and investigate operational complaints and incidences within the governance system, in line with the service complaints management process
  
  

People

• Recruitment and Training: In partnership with the clinical team, oversee the recruitment and training of new employees within the service, ensuring alignment with budgetary constraints and business requirements.
• Direct Report Management: Manage and develop an administrative team within the service, supporting their personal and career development and ensuring they meet both personal and business objectives.
• Performance Management: Conduct performance review meetings for direct reports (up to 5 employees) and ensure appraisals are completed as required within the service, maintaining high performance standards. Address any performance issues promptly.
• Hands-On Management: Engage in hands-on management to ensure all employees within the service feel engaged, supported, and valued, fostering a positive work environment.
• Team Support: Provide support for the professional progression of the wider team through training and development opportunities, project work, peer support, and mentoring.
• Mandatory Training Compliance: Ensure all mandatory training is completed within the service in a timely manner, adhering to relevant standards and maintaining compliance.
• Employee Engagement: Foster a positive and inclusive work environment within the service, promoting employee engagement and well-being.
• Leadership Development: Support leadership development within the service, contributing to the identification and development of future leaders within the team.
• Issue Resolution: Oversee the resolution of service/referrer issues and complaints within the service, ensuring timely and effective solutions to maintain customer trust and loyalty.
• Talent Retention: Develop and implement strategies to retain top talent within the service, minimising turnover and ensuring continuity of high-quality service delivery.
• Stakeholder Collaboration: Work closely with HR and other departments to align people strategies within the service with overall business objectives, ensuring a cohesive approach to talent management.
  
  

Customers And Clients

• SLA and KPI Achievement: Ensure that all relevant customer SLAs and KPIs are met and within the service, maintaining high standards of performance and customer satisfaction.
• Contractual Commitments: Ensure the delivery of services aligns with contractual commitments, upholding the highest levels of service quality and reliability within the service.
• Client Feedback: Collaborating with clinical colleagues collect and analyse client feedback to inform continuous service improvement, addressing any issues promptly to enhance client experience.
• Client Experience: Implement strategies as agreed with internal stakeholders to measure and enhance client experience within the service, ensuring a positive experience across all touchpoints.
  
  

Qualifications

• 5+ years of healthcare experience managing a large patient population
• 3+ years experience managing a team
• 3+ years of experience with a patient management system (PCMIS preferred)
• A strong understanding of Mental Health Services
• Excellent communication, writing and typing skills; able to use written communication in a clear and personal way
• Comfort using multiple technological tools in your day-to-day; you are able to adapt and grow with technological developments quickly
  
  

We take pride in offering our employees a rich purpose driven experience and dynamic people-first ecosystem that truly values the wellbeing of all employees and their families through healthy work/life balance perks such as flexible working for all, health insurance, generous vacation, and wellness days to help support their overall health.

Please note, SilverCloud will collect and process any personal data which it receives in accordance with its privacy notice. We may also collect personal data about you from third parties or public sources as needed to engage with you concerning job opportunities at SilverCloud. For example, before and during the course of your employment with us, we may collect information from public social media resources, such as your public LinkedIn profile, for recruitment purposes. We also may conduct lawful background screenings, to the extent permitted by law, through a third-party vendor for information about your past education, employment, credit and/or criminal history.

Additional Information

Job Level: M2

Working At Amwell

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

Additional Benefits

• 23 days annual leave + 4 Mental Health days
• Private Health Care – Irish Life
• Pension
• Life Insurance
• Income Protection
• Flexible working – remote working and flexible hours
• Healthy work-life balance – wellness days and a supportive working environment
• Employee Share Purchase Plan (ESPP)
• Access to SilverCloud for you and your family