NSW – Assistant Operations Manager

Own the growth and success of the team bringing healthcare to multiple regional communities every day. This is a sleeves-up role where your input results in the better healthcare outcomes of vulnerable Australians in the bush.

About the role:

The Assistant Operations Manager will help to set up and commence new community hubs, be the first contact for clients and community stakeholders, and lead operations and logistics across communities.

This supports Fly2Health’s client experience, referral growth, and operational coordination by assisting the Head of State with operational excellence, business development, service standards across the states and managing key stakeholder relationships.

Your input will directly result in 1000’s more people being enabled with healthcare access that previously have either been waiting years for or have completely gone without.

Based on role performance, career growth opportunities exist to operations manager level and beyond.

Key responsibilities

1. Client Success – the most important part of your role

• Create, build and nurture strong relationships with key community stakeholders in the regional communities we serve
• Lead the first contact point for client enquiries, bookings administration and client assistance
• Recommending to the Head of State improved operations / new community clinics based on client interactions, and leading the execution of these changes
• Exceptional service through problem resolution, empathetic and robust engagement, and thinking outside the box to further client retention
• Setting and maintaining standards across the operations team in the interests of client success

2. Community Growth & Engagement

• Support the Head of State with relationship management of key community stakeholders and referrers.
• Maintain regular touch points, check-ins, and follow-ups to ensure key stakeholders receive timely updates and proactive support.
• Own and lead the setup and growth of new community hubs across the country, including infrequent travel as required, while optimising the performance of existing community hubs.
• Respond to queries from key stakeholders and referrers with accuracy, professionalism, and urgency.

3. Business development support

• Strategic engagement with community stakeholders to drive growth in existing and new community clinics
• Assist in identifying, tracking, and nurturing new referral opportunities across the state, with opportunities for regional and interstate travel to support relationship building and brand growth
• Support the HOS in preparation of BD collateral or follow-up communications
• Capture and maintain accurate records of outreach activity, leads, and engagement in internal tracker/systems
• Coordinate with the Head of State to ensure emerging opportunities are actioned and progressed

4. Cross-team communication and alignment

• Facilitate smooth information flow between Client Services and Clinicians, ensuring both teams have the context they need to deliver high-quality service
• Maintain consistency with operational procedures and escalate deviations or risks when identified
• Document business development processes and use initiative to actively identify and implement process improvements

5. Logistics enablement

• Help to manage clinician logistics, including travel bookings, itinerary summaries, and urgent transport change management
• Recommend to Head of State improvements in logistics processes, standards or prices to re-negotiate

6. Reporting & administration

• Assist with weekly and monthly reporting on state performance metrics, referral volume, priority clients, and BD activity
• Prepare summaries, insights, or recommendations for the Head of State and leadership as required

Key attributes:

• Take initiative, follow through, and manage competing priorities with ease.
• Communicate clearly, proactively, and confidently with internal and external stakeholders.
• Enjoy building relationships and supporting the growth of referral pipelines.
• Have a strong eye for detail and keep systems, records and workflows organised.
• Are comfortable operating in a fast-paced, hybrid environment.
• Are resourceful, solutions-focused, and energised by improving processes and reducing friction.
• Work collaboratively and respectfully with a wide range of clients, clinicians, Support Coordinators, Client Services and Leadership.