Operations Associate

Summary

Join Fella Health as an Operations Associate and work alongside the Clinical Ops Lead to streamline medical team operations and enhance customer experience. You will manage daily tasks, address issues, improve processes, and act on customer feedback. Responsibilities include supporting the medical team across various functions, scaling operations, ensuring compliance, and contributing to team performance. This is a full-time, fully remote position working US hours (EST). You will report directly to the Clinical Ops Lead and collaborate with other leads across different departments. The role offers a competitive compensation package including equity, PTO, comprehensive medical insurance, and personal development and wellness budgets.

Requirements

• Be fluent in spoken & written English
• Be an autodidact with impressive speed and resourcefulness. Regularly teach yourself the skills you need from scratch
• Don’t hesitate to get your hands dirty in the trenches. Not be too pretentious to grind it out
• Be highly organized and can complete multiple projects concurrently
• Calmly handle uncertainty and rapidly changing situations
• Think in and build out systems. In solving a problem recognize the underlying system, then focus on improving the system itself to fix the true cause of an issue, automating where possible

Responsibilities

• Work closely with our Clinical Ops Lead (Arvee) to help run the care team & improve our ops processes
• Own areas, projects, tasks that free up Arvee’s time & mindspace — including email and slack triage, personal items, and managing the different teams
• Help collect and action customer feedback, ensuring our Fellas are always heard and given the best possible experience
• Help our Clinical Ops Lead sync with engineering to guide systems & automations to rapidly scale operations so we can grow >7% WoW indefinitely with high customer love and without team bloat
• Help ensure we stay compliant in each jurisdiction, for both the clinic and the providers. This means ensuring our clinical systems can scale internationally
• Help ensure we have all hires we need, that hires are onboarded rapidly, there are clear DRIs for each area, and the team is performing well. you’ll help audit performance & monitor SLAs, so our customer support system can effectively sort ad-hoc issues for fellas
• Develop and communicate process improvements to ensure the care team are as efficient as possible
• Be a spare pair of hands across the care team

Preferred Qualifications

• Have likely been pulled into important problems, taken risks, excelled in new areas. Have likely created something from nothing, however small
• Want to start a company in the future
• Have a STEM background, and may have a background in engineering, product, software, computers - or something similar. Be comfortable around no-code tools and not afraid of code
• Have 1+ years of relevant experience
• Be one of those timeless people that could be dropped anywhere in the world, in any century, and you’d figure it out

Benefits

• $21k/yr total comp inclusive of equity & 13th month
• PTO with a yearly minimum (>2wks/yr + local national holidays)
• Our team is fully distributed across the world and functions fully remotely
• Comprehensive medical insurance (~$500/yr)
• Budget for books, courses, coaching ($400/yr)
• Budget for gym, health apps ($400/yr)
• Macbook and whatever you need to thrive