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Care Operations Associate Director, Full-Time

Bend Health

Bend Health

United States
Posted on Friday, October 20, 2023

Position is remote.

Who we are:

Bend Health is revolutionizing the treatment of mental health conditions for kids and teens. Our innovative technology achieves better outcomes and leads to happier, healthier lives while ensuring stigma, costs, and logistics are no longer barriers. Come and be part of a fun, collaborative, supportive, motivated, and data-driven team creating the first scalable and integrated model in mental healthcare for kids and teens. Help shape the future of pediatric mental health and bend the healthcare system to work better for everyone.

Today’s world can be intense and stressful, and it’s taking an unprecedented toll on kids, teens, and families. Bend Health’s collaborative care model relies on therapy to help families manage the ups and downs of everyday life. These challenges could involve managing emotions, challenging negative thinking, and reducing stress and anxiety.

We are looking for a full-time, Care Operations Associate Director- who is a seasoned leader experienced in scaling best practices of virtual care across operations and care teams. This position reports to the EVP of Operations.

What you’ll do:

  • Monitor end to end business care operations process to ensure demands are being met and there is an overall proactive business approach.

  • Serve as a point of contact with member accounts to resolve any issues between provision of care delivery and the external organization to help problem solve, mediate and create a solution.

  • Support the quality team in tracking practitioner quality issues, code of conduct violations and implementing strategies to support practitioner remediation as needed.

  • Develop processes and infrastructure for care operations, with an aim to improve member satisfaction, provider satisfaction and scale effectively and efficiently.

  • Establish team KPIs and a clear framework to measure success and accountability.

  • On a daily basis, monitor, and drive operations to achieve SLAs. Work with business leaders to quickly identify areas of improvement and deploy action.

  • Plan for care operations and care team capacity based on forecast, clearly document and present findings to business leaders.

  • Work closely with technology and product teams to scope out and drive any tech changes that are needed. Be a leader to communicate and document these processes with care operations teams.

Who you are:

  • 7+ years of program management experience

  • Clinical mental health experience

  • Leading and scaling large virtual teams

  • Digital Healthcare scheduling experience

  • Training experience

  • Healthcare credentialing knowledge

  • Healthcare operations experience

  • Knowledge of Lean principles and DMAIC methodology

  • Experience with complex supply chain management

  • Expertise in capacity planning

The salary range for United States residents is $100K - $150K/year + bonus. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Bend Health offers a comprehensive benefits package, incentive and recognition programs, equity, and 401k contribution (all benefits are subject to eligibility requirements). Come join us to expand access to quality mental health care for kids, teens, and families!

We want to inform you regarding fraudulent postings and communications from individuals posing as Bend Health employees to job seekers. Please look at our current openings to ensure they match with third-party job hosting sites. If you are applying for a position with us, we will always take the following steps:

  • We will only email you from the domain

  • Our screenings and interviews will be via phone or Zoom/Google Meets Video - Never chat or instant message

  • We will not send you a check until you are actively employed

  • We will never ask you for personal payment or require you to purchase equipment

At Bend Health, we believe that our diverse perspectives are our biggest strengths - and that embracing them will create real change in healthcare. As an equal opportunity employer, we are committed to building an inclusive environment where you can be you.