Clinical Operations Manager

Kuala Lumpur
Permanent
Full-time

2 months ago
Apply easily

About ThoughtFull:ThoughtFull is on a mission to simplify mental health for your personal and professional growth - through every season of life, anytime, anywhere.ThoughtFull is a Temasek-backed mental health company that provides full mental healthcare services for corporates clients around the Asian region and beyond. We were the first in Asia to offer clinically validated text-based coaching and the first to partner with insurers, making care more accessible to individuals and businesses. Join us on our mission and be part of our rockstar team!Job Description:We are seeking a Clinical Operations Manager to support and scale our mental health service delivery across multiple countries. This role oversees the operational execution of ThoughtFull’s clinical programs, ensuring that our network of ThoughtFull Professionals (TFPs) is effectively onboarded, supported, and guided by the highest standards of clinical care. You’ll collaborate across clinical, product, and client success teams to deliver seamless client experiences while driving operational efficiency, compliance, and quality.What you will do:1. Clinical Network Operations

Manage onboarding, credentialing, scheduling, and operational support for TFPs across multiple geographies.

Monitor key service delivery metrics including utilization, timeliness, and provider engagement.

Liaise with TFPs and clients to resolve operational issues and ensure timely management and escalation as needed.

2. Quality Control and Clinical Governance

Work with the clinical development specialist (Clinical Psychologist) to implement and monitor quality assurance frameworks, including documentation audits, session compliance, and client feedback review.

Work with the Clinical Development Specialist to implement continuous professional development initiatives for TFPs, including townhalls, peer learning forums, and training.

Work closely with the Head of Clinical Research and Development and Head of Product to maintain ethical and clinical standards across all modalities.

3. Service Delivery Coordination

Support the rollout and scaling of onsite and online therapy services, assessments, group programs, and customized wellbeing initiatives.

Track service utilization, provider capacity, and service impact to inform resource planning and client reporting.

Coordinate between clinical, product, and client success teams to ensure seamless client experience.

4. Compliance and Risk Management

Maintain up-to-date documentation, licensure, and credentialing of TFPs in accordance with country-specific and regional regulations.

Ensure clinical policies and procedures are compliant with applicable legal, ethical, and professional standards in each operational country.

Support incident reporting and resolution protocols when required.

5. Operational Process Improvement

Identify bottlenecks and propose data-driven process improvements to enhance efficiency and clinician experience.

Implement tools and workflows that support operational scaling and automation.

Contribute to building sustainable systems that support regional expansion and evolving service offerings.

RequirementsAbout You:Required:

Bachelor’s degree in behavioral sciences, public health, healthcare management, or a related field.
5–7 years’ experience in clinical operations, healthcare service delivery, or digital health.
Familiarity with mental health service delivery, clinician networks, and quality assurance frameworks.
Strong project management and cross-functional coordination skills.
Comfortable with digital tools, including telehealth platforms and clinician management systems
Thrive in fast-paced, multicultural startup environments

Preferred:

Master’s degree in public health, healthcare administration or related fields
Experience in digital health platforms or employee wellbeing programs.
Knowledge of regulatory environments in Southeast Asia.

Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.

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