The Entity
1st Pain Specialists is a primary care entity offering virtual care to personal injury patients. Its largest operation within the Injury Bridge platform with approximately 40 staff across patient coordination, billing and records, loss and recovery, and referral coordination. It is a critical entry point for the majority of patients who require rapid assistance, guidance and diagnostic after an often-traumatic experience.
Over the next six months, the entity is set to grow across multiple vectors simultaneously with innovation in the care treatment program and diversification of the referral sources. The Operations Manager who runs this entity will be building and scaling at the same time, and must be comfortable with a growing and fast moving and innovative environment. The Operations Manager will be critical in articulating the different innovations and growth levers, translate them into operational framework and SOPs and implement them swiftly once the course of action has been decided.
This entity also serves as an operational intelligence hub. The manager who sits here will develop deep visibility into case outcomes, law firm behavior, and patient care patterns. That visibility is valuable to the commercial and business development function of the organisation, and we are looking for someone who understands that operational excellence and commercial awareness are not separate skills — they are the same skill, applied differently.
The Role
This is a general management seat, not a functional manager role. You will own the full operational output of 1st Pain Specialists across every department, and you will be expected to build the systems, develop the team leads, and create the conditions for the entity to scale without you becoming the bottleneck. You will be both focus on the entity but very much exposed to the Injury Bridge platform and to the MSO teams with a growth and operational excellence mindset.
Key Responsibilities
Multi-department operations leadership
• Own daily performance across patient coordination, billing and records, loss and recovery, and referral coordination — setting standards, holding leads accountable, and resolving escalations before they compound.
• Ensure compliance is closely monitored and understood.
• Maintained high standards in a high volume and velocity environment.
• Build the performance system to monitor any new care innovation
• Submit a weekly four-department scorecard every Monday.
Operational systems and SOP governance
• Build and maintain SOPs for every core workflow.
• Quickly translate innovation into operational framework and SOP in coordination with subject mattter experts
• Identify efficiency gaps before they become performance problems.
• Partner with the portal product team to translate operational needs into system requirements. (note: Portal is a software to coordinate care).
People, capacity, and performance management
• Monitor individual and team performance weekly. Develop top performers and address underperformance directly and promptly.
• Establish a team of leads per main team that you will develop and grow.
• Own staffing forecasts, scheduling, and coverage planning. Volume changes fast — the team must be staffed ahead of it, not behind it.
• Support recruiting for open roles within the entity and ensure new hires quickly reach productivity.
Commercial and operational awareness
• Maintain a clear picture of case flow, law firm patterns, and patient care outcomes across your portfolio.
• Collaborate with the sales team to support their growth objectives through operational intelligence — this requires relationship-building instincts and discretion in equal measure.
• Flag operational insights that have business development implications.
• Develop of culture of patient care and growth within the entity to stop any relevant customer experience issue and business development opportunities.
What We Are Looking For
Required
• Minimum 5 years of operations management experience, with direct P&L or multi-department accountability.
• Proven track record running a high-volume, people-intensive operation through a growth phase — not just maintaining a stable one.
• Experience managing team leads and developing leadership capability below you.
• Proven experience to understand complexity
• Proven capaticy to be part of an innovative process around care, business model, operating model
• Growth minded spirit and proven capacity to collaborate with commercial team
• Ability to articulate and lead change for operational teams
• Ability to represent a significant entity within a platform
• Data-driven decision-making as a default, not a preference.
• Strong written and verbal communication — you will write weekly scorecards, present to senior leadership, and coach staff daily.
Preferred
• Background in healthcare operations, medical services, legal services, or a similarly regulated environment.
• Experience working in proximity to a commercial or business development function.
• Familiarity with case management or care coordination workflows.
• Experience working in a fast-growth, founder-led business.
Compensation
Base salary: $90,000 – $110,000, commensurate with experience. Bonus program up to 30% of base at target, with meaningful upside for sustained top performance.