Operations and Support Associate

Communicate directly with clients and their families to support client onboarding, scheduling, and ongoing care

Partnering closely with our therapists and psychologists to help with seamless coordination of care

Identify new opportunities to enhance client operations and support workflows and supporting the setup of new client engagement strategies

Tracking and reporting operational performance across relevant KPIs, and conducting deep-dive investigations to understand the “why” behind how metrics are performing

Analyzing operational data to identify bottlenecks (e.g. time-to-first-appointment) and launching experiments to improve them.

Supporting the development and implementation of automated scalable processes to improve operational efficiency, and system and data improvements

Working cross-functionally with operations, leadership, and clinical teams

Passionate about supporting clients and their families in providing life-changing behavioral healthcare

An empathetic communicator who can understand and connect to a broad range of clients, families, and their needs

Able to handle client interactions across phone, text, and email, demonstrating warmth and empathy, with a focus on de-escalation when necessary.

Passionate about using AI to improve your own productivity and productivity of the team

Responsive, flexible, and attentive to detail with the ability to manage priorities across multiple client processes, inquiries, and projects

Demonstrated strengths in planning, time management, problem solving, and attention to detail

Ability to work US Eastern Time hours

Experience with Google Sheets or Excel, with the ability to manage reporting