Operations Lead - EQL｜Meet.jobs

About EQL

Recently recognised as a global 100 HealthTech business; EQL is a start-up that is challenging traditional healthcare concepts with revolutionary technology solutions that are highly accessible, scalable and cost-effective. By harnessing the power of AI and machine learning, EQL is committed to radically improving the patient experience through technology, democratising healthcare and making it accessible to anyone, anytime and anywhere.

It’s debut product, Phio is a solution to digitise all appropriate Physiotherapy interactions, initially providing an agile triage tool for all MSK conditions, a Digital Injury Management tool will follow later in the year. It will use AI to be able to constantly adapt its behaviour to every user, giving it a ‘personality’ and the ability to absorb knowledge.

About the role

Do you want to become part of one of the fastest growing HealthTech businesses in the UK?

At EQL, we’re constantly evolving the way we do things, and you’ll be core to making this happen! As we partner with larger organisations, you’ll be at the heart of those relationships, project managing, streamlining and improving the end-to-end partner journey. You’ll lead the customisation, implementation and training for our partners, work with key stakeholders from their organisations to embed our product, and project manage their contracts within EQL to ensure they are delivered to expectation.
As that critical link between us and our partners, you’ll ensure we exceed our partner expectations internally with our operations, product and service. You’ll work closely across these functions to develop, standardise and continuously improve our offering to serve these contracts faster, cheaper and better.

You must have:
• Experience in a project management, change management or operations role in a fast-paced environment
• Ability to independently mobilise new initiatives
• Highly organised and detailed with great project management skills
• Ability to develop and cultivate relationships, navigate sensitivities, and manage input from stakeholders
• Able to operate effectively both in a collaborative team and autonomously
• Data driven to drive continuous improvement
• Driven, energetic, tenacious and willing to learn fast
• Experience working closely with IT Developers, discussing system architecture, operational process development and customer integration/API knowledge.

• The ability to lead by example and put administrative structure in place where required

•Previous experience managing compliance with regulations such as GDPR and ISO27001

You may have:
• Previous startup experience

• Previous experience in healthcare, health IT or delivering health and wellbeing services

• Experience in engaging with users in supporting them on their health journeys
• Experience in high level customer services/ complaints management

• Experience in either project management or product ownership

• Experience or knowledge working within strict regulation such as GDPR, ISO27001 or any or the medical device regulations

A typical day could include:
• Engage with new customers and manage their implementation process of onboarding with Phio Triage
• Coordinate with development to ensure any technical requirements are communicated
• Produce business documentation such as operational processes to streamline the business
• Manage Phio Triage Admin Dashboard
• Produce Customer Monthly MI
• Be involved in Customer Weekly/Monthly meetings to discuss operations and service
• Work with our customers and end users on the user profiles and UX journeys, to identify and uncover user pain points
• Analyse the research and customer feedback to propose solutions to either the front end application or back end management
• Troubleshoot problems you are encountering on a day to day
• Manage Customer Service and Complaint Management
• Assist with regulatory admin (such as; GDPR, clinical regulations)

What's in it for you?
At EQL, we believe in open, transparent working environments that encourage ingenuity and collaboration - with colleagues, customers and clients.
A competitive salary, 25 days holiday allowance, stock options in the future, pension, flexible working and a relaxed working environment. Free breakfast provided weekly, free coffee (the good kind!) and Social nights out etc.
Our culture is so important to us. We feel you need to love your job to thrive. You'll be joining a business of some of the most experienced, innovative and dedicated people in the healthcare industry- the opportunities to learn new skills, develop in your career and grow as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.