Clinical Operations Associate

What We’re Looking For

We’re looking for an organized, detail-oriented Clinical Operations Associate to help us deliver a seamless, high-quality patient experience across Phoenix’s clinical programs. In this role, you’ll support day-to-day operations, help optimize workflows, and work closely with senior leaders to bring clarity and structure to a rapidly growing function.

If you’re energized by problem solving, cross-functional work, and building processes that make care more accessible, this is the right fit.

What You’ll Do

• Patient Journey Coordination: Understand patient and provider workflows, identify and alleviate barriers to continue improving access to care.

• Provider Communication Management: Support provider workflow management and facilitate communication across clinical, medical, and pharmacy teams.

• Pharmacy Operations Assistance: Support medication workflows, packaging processes, and fulfillment tasks that align with clinical program requirements.

• Supplier Onboarding Support: Assist with onboarding new pharmacy suppliers, managing accounts, and maintaining reliable communication for medication access.

• Medication Availability Tracking: Track inventory levels, backorders, and substitutions to support continuity of care and readiness for clinical program launches.

• Supplier Performance Analysis: Support evaluation of supplier pricing, performance, and rebate opportunities to help drive cost efficiencies.

• Cross-Functional Initiative Coordination: Collaborate with product, engineering, pharmacy, operations, and customer experience teams to execute clinical initiatives smoothly.

• Strategic Partnership Preparation: Prepare documentation, operational inputs, and data to support conversations with external partners.

• Program Launch Execution: Assist with planning and executing new clinical program launches and updates, ensuring operational readiness across teams.

• SOP and Documentation Maintenance: Maintain and update clinical SOPs, workflow guides, documentation, and playbooks to ensure accuracy and consistency.

• Knowledge Base Optimization: Centralize clinical and operational resources in systems like Google Drive and Notion to improve accessibility and onboarding.

• Clinical Metrics Tracking: Track and organize key performance metrics such as sign ups, activations, provider SLAs, provider utilization, patient experience measures, and program outcomes.

• Healthcare Compliance Support: Assist with processes related to privacy, regulatory requirements, and medication handling standards in the Canadian healthcare landscape.

• Pharmacy regulatory compliance: Support regulatory research and insights ahead of growth initiatives related to pharmacy operations

• Market and Competitive Landscape Monitoring: Monitor the digital health and telehealth landscape, including competitor offerings, regulatory changes, and emerging clinical trends, to identify early opportunities, potential risks, and areas for strategic improvement.

What You Bring

• Experience: 0–3 years in clinical operations, healthcare administration, pharmacy operations, or general operations. Experience in digital health, telehealth, or working with clinical or pharmacy teams is a plus, but not required.

• Organized & Reliable: A highly organized, reliable approach to managing details, coordinating workflows, and ensuring processes run smoothly across multiple teams.

• Analytical: Comfort working with spreadsheets, metrics, and basic data analysis. You can interpret operational data, track performance, and support reporting for leadership.

• Clear Communicator: Strong written and verbal communication skills. You can communicate effectively with clinicians, pharmacists, suppliers, cross-functional teammates, and external partners.

• Collaborative: You enjoy working with different teams, product, engineering, pharmacy, operations, and CX, and you aren’t afraid to ask thoughtful questions to understand the full picture.

• Adaptability and Initiative: You’re proactive, curious, and energized by fast-paced environments. You take ownership of tasks, identify inefficiencies, and look for opportunities to improve workflows.

• Action-Oriented: You’re proactive, curious, and excited to build in a fast-paced environment.

• Interest in the Healthcare Landscape: You’re curious about the digital health and telehealth space, and you stay aware of clinical trends, competitor activity, and the broader healthcare environment.

Why work at Phoenix?

• Impact & autonomy. You’ll work directly with passionate, experienced leaders who understand the ups-and-downs of the business and you'll have a real opportunity to shape the future at Phoenix

• Rewarding Mission. We're delivering the best healthcare experience to Canadians across the country

• Collaborative Culture. We are a growing elite team in Downtown Toronto. We love the tight feedback loop of working together in the office. If you've missed that in-person office experience, and love sharing strongly held opinions of the best lunch spot nearby, this is the role for you

Phoenix is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Phoenix will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

Thank you for your interest in joining the Phoenix team! While we are lucky to attract a high level of interest in each of our roles, only candidates selected for an interview will be contacted.