Clinical Operations Associate

Summary

Join Handspring, a virtual mental health clinic, as a Clinical Operations Associate based in the Pacific Time Zone. You will be a vital bridge between families and the clinical team, ensuring seamless communication and coordination. This role involves managing operations, enabling technology, and optimizing workflows to deliver high-quality care. Responsibilities include supporting families with patient portals and tech tools, triaging requests, managing insurance processes, and maintaining Handspring's digital infrastructure. You will also support provider onboarding, collect feedback, and collaborate on process improvements. This is a full-time, remote position requiring 3+ years of experience in clinical operations at a digital health company. The salary range is $70,000-$72,000, plus equity.

Requirements

• You have 3+ years of direct experience in a clinical operations position at an early-stage, digital health company
• You are excited about being part of an early-stage, mission-driven healthcare organization
• You are interested in working in a team-oriented, dynamic work environment. You work seamlessly across teams - technical, clinical, and operational. Whether it’s a family or provider, you know how to tailor your message and get things done
• You’re detail-oriented, organized, and thrive in fast-moving environments. You thrive in dynamic environments, excel at managing multiple priorities independently, and bring calm, clarity, and focus to fast-moving, evolving team settings
• You're resourceful and adaptable. When you don’t know something, you figure it out. You ask smart questions, use the tools around you, and see challenges as a chance to grow. You're a resourceful problem-solver who moves quickly to understand and resolve issues
• Communicate clearly and efficiently with families, care team members, intake coordinators, and operations and product teams, tailoring your approach to each audience
• You're comfortable navigating systems like CRM platforms, Zoom, Slack, Notion, GSuite, EHRs, and patient and provider portals

Responsibilities

• Act as the first-line operations partner for families and our care team, ensuring seamless coordination and communication
• Help families navigate patient portals, tech tools, forms, and communications portals to access timely care
• Triage non-clinical requests and route them appropriately to care team members
• Support insurance-related processes such as claims troubleshooting and benefit verifications
• Manage patient intake as needed during periods of high volume or when additional support is required
• Maintain and improve Handspring’s digital operations infrastructure, including scheduling system, provider & patient portals, and EHR platform
• Assist with implementation and ongoing optimization of clinical and technology systems
• Serve as a contact for operations/tech issues related to clinical systems; escalate as needed
• Collaborate with clinical services and product to develop workflows and process improvements
• Support new provider onboarding
• Collect and synthesize feedback from care providers and families to inform operational updates

Benefits

• Generous PTO: 15 days (year 1), 20 days (year 2), 25 days (year 3 and after)
• Plus, 7 paid flex days per year, primarily intended for sick time - though up to 3 may be used for religious holidays, volunteering or other personal needs
• 12 paid company holidays
• Competitive medical, dental, and vision insurance options
• Company-provided laptop device and work from home support
• 401k Program