Director of Care Operations

Summary

Join Cartwheel, a telehealth platform revolutionizing school mental health care, as their Director of Care Operations. You will oversee operations supporting clinicians, schools, and families, building Provider and School Support functions, and managing a 20-person Care Coordination team. The role involves designing operational improvements, implementing smart automations, and ensuring high-quality care. You will be responsible for key metrics like ticket resolution time and care coordination efficiency. This is a remote, full-time, salaried position with quarterly in-person offsites, offering competitive compensation and benefits. Cartwheel is backed by top investors and is rapidly scaling its services nationwide.

Requirements

• Embodies our values: Human, Humble, Accountable, Innovative, Resilient
• Has 7-10+ years of operations experience with a focus on healthcare operations and/or customer support functions
• Drive to automate workflows and implement responsible AI solutions
• Thrives in a world of rapid startup growth
• Achieves quality results quickly and prioritizes outcomes
• Uses data to drive decisions, and has a keen understanding of dashboards and metrics
• In the face of competing priorities, prioritizes and moves forward without getting stuck
• Seamlessly transitions between strategic thinking and hands-on operations
• Most importantly, you're ready to support our mission and drive core care operations functions that will help tens of thousands of students and families nationwide get the mental health care they need

Responsibilities

• Get to know your team and learn the ins and outs of Cartwheel’s processes
• Get up to speed on Cartwheel’s growth plans and strategic priorities, and the role of Care Operations in achieving our mission
• Become proficient in the systems we use, including Cartwheel portal, Healthie, Apero, Guru, Talkdesk, Freshservice, Asana, Slack and Google Suite
• Start identifying gaps and process improvement opportunities across existing provider, school and family support functions
• Build and oversee Cartwheel’s Provider Support function in partnership with Clinical Leadership
• Build and oversee Cartwheel’s School Support function in partnership with School Success leadership
• Oversee Care Coordination function
• Manage our existing team of 20 including care coordinators, senior care coordinators, lead and manager and covering Outreach, Care Ongoing, and External Referrals functions
• Ensure the team is achieving metrics and SLAs and operating at highest quality
• Establish and implement a strategic vision for Care Operations
• Define and measure success for the Care Operations team
• Implement a consistent, centralized platform for managing support needs (e.g., ticketing system like Zendesk)
• Implement innovative solutions to automate issue resolution
• Continually evaluate performance and drive process improvement as we scale nationally
• Oversee all customer support and complaint management workflows, ensuring timely and high quality resolution to all complaints, escalations and task
• Partner with leaders cross-functionally to achieve business priorities, particularly Clinical, School Success, Technology, and People

Preferred Qualifications

Strong preference for experience building a customer support function and/or implementing ticketing systems in a high growth technology startup

Benefits

• Competitive compensation between $130,000 - $160,000
• Equity ownership stake in the company
• High-quality health insurance with a $0 monthly premium option for employees
• Dental, Vision, and Employer-Sponsored Life Insurance
• Flexible PTO + 1 week office closure in December
• Sick Leave + Holidays
• 401K with up to 2% employer match
• $500 annual educational stipend
• Team-based culture with mission-driven colleagues who will go to bat for you
• In-person retreats