Description

Irembo

is a technology company that designs and develops digital products to ease the accessibility of services in users’ everyday lives worldwide, starting with Rwanda. Our pioneer products, IremboGov and IremboPay, have enabled Rwandan citizens and foreigners to access and pay for over 150 public services online through our one-stop-shop e-governance and payment platforms. To date, we have facilitated over 30 million transactions through our platforms and have ambitious goals to scale our technology worldwide to enable more governments and institutions to serve their citizens better. More information is available on irembo.com.;Our flagship platforms, IremboGov and IremboPay, have transformed how government services are accessed and paid for, proving our ability to simplify complex processes and enhance public engagement.;We are now bringing the same innovation to healthcare to ensure every Rwandan has access to efficient, high-quality digital health services. Building on the legacy of Babyl Rwanda, which introduced telemedicine in 2016 and delivered over 3.5 million consultations in seven years through USSD and voice calls, and was integrated with health facilities for diagnostics, prescriptions, and referrals.;Our first step is the launch of a national-scale telemedicine platform, designed to expand access and convenience, enabling services that can only be better delivered via telemedicine, such as remote consultations, chronic disease management, and preventive care follow-ups. It also sets a new paradigm for healthcare delivery by leveraging advanced technologies, including AI, to improve diagnosis, personalize care, and optimize health system efficiency.

Role overview

We are seeking a highly execution-oriented Clinical Operations Manager

to build and operationalize the clinical infrastructure that powers our virtual care delivery model. This role will be responsible for translating product strategy into scalable, compliant, and high-quality clinical workflows. This includes establishing service delivery models, defining SLAs for clinical response and issue resolution, building escalation pathways, and ensuring operational readiness for launch. Working closely with Digital Health Operations Lead, Finance, and Product, you will embed clinical requirements into the product roadmap, support deployment and clinician onboarding, and implement tracking mechanisms for performance. You will ensure the Digital Health unit launches with clear accountability, compliant processes, measurable quality standards, and a strong foundation for sustainable growth. The ideal candidate blends clinical expertise, operational rigor, and experience in digital health or telemedicine.

Key responsibilities

Key responsibilities are:

• Establish, operationalize, and scale the end-to-end clinical operations model for the telemedicine solution.
• Define and manage Service Level Agreements (SLAs) for clinical response times, patient communications, and issue resolution.
• Design and implement standardized clinical workflows, care pathways, and SOPs for all patient and clinician interactions.
• Build escalation frameworks for clinical, technical, and non-clinical issues to ensure safe and efficient resolution.
• Partner with external stakeholders, including the Ministry of Health and RSSB, to define clinical service catalog for the telemedicine platform, and drive related staffing and guideline adaptation.
• Provider and Care Delivery Operations
• Support provider onboarding, training, and performance management.
• Develop quality metrics and operational processes to monitor patient outcomes, satisfaction, and efficiency.
• Monitor and manage clinician rotas/schedules to ensure adequate coverage and efficient utilisation of resources.
• Arrange, verify, and maintain clinician shifts and respond to urgent operational challenges (e.g., last-minute cancellations).
• Coordinate clinical operational activities across internal departments (e.g., Finance, Payroll, People/HR).
• Product partnership and Clinical Translation
• Serve as the primary clinical partner to Product & Engineering (P&E).
• Act as a point of contact for clinical staff, including GPs, nurses, therapists, pharmacists and specialists, resolving issues and communicating needs between clinicians and internal teams.
• Analyze patient and clinician queries and feedback to generate actionable insights for product and service improvements.
• Collaborate with P&E on backlog prioritization to ensure timely delivery of high-impact clinical capabilities.

Qualifications

Main qualifications are:

• Minimum 5 years of experience in clinical operations leadership or customer support management, preferably in healthcare, digital health, or high-volume tech-enabled services.
• Proven experience to develop and implement operational protocols and manage a patient-facing support team.
• Strong understanding of health data privacy and security best practices and regulatory compliance.
• Demonstrated experience scaling operations in complex, multi-stakeholder environments.
• Strong execution discipline, with the ability to bring structure, clarity, and accountability to fast-growing operations.