Lord's Mark - Head - Operations - Healthcare Command Center - Remote Monitoring

Role Overview

We are building a centralized Healthcare Command Center providing 24/7 contactless patient monitoring across:

- B2B: Hospitals, clinics, dialysis centers, post-acute providers

- B2C: Post-op, chronic, elderly, and high-risk patients at home

We are seeking a Head of Operations to lead and scale the Command Center operations, managing a primarily clinical workforce (nurses, medical officers, triage staff) along with select non-clinical teams (care coordinators, QA, customer support).

This is a high-ownership role in a startup environment requiring clinical governance, operational rigor, and service excellence mindset.

Key Responsibilities

1. Command Center Operations Leadership

- Lead 24/7 remote monitoring operations

- Build staffing models (shift design, load-based allocation)

- Ensure real-time monitoring, triage, and escalation protocols are executed flawlessly

2. SLA & Escalation Governance

- Define and monitor SLAs (alert response time, escalation TAT, clinical callback time)

- Design structured escalation ladders (Level 1-3, hospital/physician integration)

- Establish incident reporting and root cause analysis framework

3. Clinical Workflow Excellence

- Standardize triage protocols and documentation processes

- Ensure alignment with hospital workflows (B2B) and home-care pathways (B2C)

- Build audit systems for clinical quality and compliance

4. AI-Led & Process Improvements

- Collaborate with Product and Data teams to refine alert algorithms

- Reduce false positives and optimize sensitivity/specificity

- Drive continuous improvement using data (alert trends, patient risk patterns, nurse productivity)

5. Quality & Service Enhancement

- Own service quality metrics (response time, patient satisfaction, escalation closure rate)

- Conduct periodic quality audits and performance reviews

- Implement structured training and competency assessments

6. Stakeholder Management

- Serve as primary operational SPOC for hospital partners (CMO, Nursing Heads, Admin)

- Manage internal cross-functional coordination (Product, Tech, Sales)

- Lead review meetings with clients and leadership

Required Profile

- 8-10 years experience in hospital operations, ICU command centers, tele-ICU, RPM, or centralized care operations

- Clinical background preferred (BSc/MSc Nursing, MBBS, MHA, or equivalent)

- Experience managing 24/7 teams global teams

- Strong understanding of escalation frameworks and clinical governance

- Data-driven with process improvement mindset

- Comfortable operating in a fast-scaling startup environment