Medical Operations Manager (HK & APAC) - Telemedicine Company (Fully Remotely)

About the Company:
Abi is a pioneering telemedicine provider operating in over 40 countries. We collaborate with major insurance companies, governments, and NGOs, ensuring compliance with privacy and data protection. With a diverse team of healthcare professionals serving individuals across 60 countries in 27 languages, we are committed to expanding access to high-quality digital healthcare.

About the Role:
As Senior Care Quality & Operations Manager, you will play a key role in ensuring the quality, efficiency, and expansion of our healthcare services in Hong Kong and the broader APAC region. This role combines care quality oversight, operational leadership, and project management to support ongoing and new digital health initiatives. You will focus on:

• User Support & Medical Concierge – Ensuring high-quality patient support and a seamless digital healthcare experience.
• Project Management & Operational Coordination – Driving new launches, proactively identifying risks, and coordinating internal and external stakeholders.
• Stakeholder Relations & Third-Party Collaboration – Maintaining strong relationships with pharmacies, insurers, healthcare providers, and regulatory bodies.

This role is fully remote, with daily interaction with teams primarily based in Europe. The ideal candidate will be based in Hong Kong and must be a Hong Kong Permanent Resident.

Reporting Structure:
This role reports to the Care Quality Director.

Requirements:
Key Responsibilities:

1. User Support & Medical Concierge

• Oversee and improve the quality of patient interactions to ensure timely and effective medical support.
• Monitor service performance metrics and proactively identify areas for improvement.
• Collaborate with internal teams (Care Quality, AI Lab, Tech) to enhance digital health solutions and optimize user journeys.
• Ensure compliance with local healthcare regulations in Hong Kong and APAC.

2. Project Management & Operational Coordination

• Lead and manage new digital health project launches, particularly in Hong Kong.
• Ensure ongoing projects maintain high quality standards while implementing new initiatives.
• Take ownership of operational processes, coordinating across teams and third-party providers to prevent bottlenecks.
• Proactively identify risks and propose solutions to maintain project timelines and quality.
• Support cross-functional operational interactions, ensuring smooth communication between clinical, technical, and business teams.

3. Stakeholder Relations & Third-Party Collaboration

• Build and maintain partnerships with pharmacies, insurers, and healthcare providers to ensure seamless service integration.
• Act as the primary liaison with regulatory bodies to maintain compliance in all APAC jurisdictions.
• Support the strategic expansion of our services across APAC by assessing local markets, regulatory requirements, and cultural nuances.
• Oversee prescription fulfilment processes, ensuring pharmacy SLAs are consistently met.

Ideal Profile:

• Passion for healthcare innovation and digital health solutions.
• Strong background in healthcare or healthcare operations, with prior experience managing healthcare professionals preferred.
• Previous experience in a healthcare-focused role is essential. This may include but isn't limited to roles in practice medicine, telemedicine, medical recruitment, network management, sales and/or account management, medical affairs and medical scientific liaison, healthcare communications, health startups, clinical trials, pharmaceutical companies and more.
• Excellent communication skills in English and Cantonese; Mandarin is a plus. Knowledge of other Southeast Asian languages is a bonus.
• Project management skills with the ability to prioritize multiple tasks effectively and a sense of urgency.
• Adaptable and able to adjust quickly to changing circumstances and client requirements
• Strong interpersonal skills with the ability to listen actively, understand patient and client needs, and respond with empathy, clarity, and professionalism
• Sound judgment and practical decision-making skills, with the confidence to take action on immediate issues.
• Highly proactive, detail-oriented, and able to take initiative in a fast-paced environment.
• Exceptional critical thinking skills and the ability to solve complex operational challenges independently.
• Familiarity with APAC healthcare regulations, compliance standards, and local operational nuances.
• Experience with regional healthcare providers, pharmacies, or regulatory bodies is advantageous.
• Flexibility to work outside standard business hours, with appropriate compensation.

Team Collaboration and Working Hours:
Full-time role (40 hours per week), primarily remote but based in Hong Kong to manage local operations. Collaboration with teams across Europe and APAC is required, with occasional out-of-business-hour shifts.

Benefits:
• Eligibility for company-wide bonus scheme, up to 5% of gross salary
• Work equipment after probation (laptop, screen, peripherals)
• Flexible work schedule
• Co-working allowance when away from home base
• Private health insurance
• Travel insurance covering business and personal travel
• Classpass fitness membership where available
• Coursera account for professional development
• Streaming service of your choice (Netflix, HBO, Disney+)

Why Join Us?
Be part of a pioneering telemedicine company with global reach. Work in a dynamic, innovative environment and collaborate with international teams dedicated to transforming healthcare delivery.

If you are a proactive, critical-thinking professional passionate about healthcare quality, project management, and operational excellence, we’d love to hear from you. Please send your CV to [email protected].