Manager, Member Operations

Summary

Join Bend Health, a revolutionary force in pediatric mental healthcare, as a Manager, Member Operations! Lead and develop the Member Onboarding and Scheduling teams, ensuring operational excellence and a superior member experience. Oversee scheduling, foster a positive team environment, and serve as an internal advocate for members and providers. Monitor operational metrics, conduct team meetings and training, and collaborate with cross-functional teams for process optimization. This remote position requires strong leadership, operational expertise, and a service-oriented mindset. The ideal candidate possesses experience in team leadership, operations management, scheduling operations, and process improvement, along with strong communication and analytical skills.

Requirements

• Experienced in team leadership and operations management, especially in high-growth, fast-paced environments
• A strong communicator with excellent customer management instincts, executive-level presence, and facilitation skills
• Proficient in scheduling operations, operational dashboards, and service delivery metrics. Comfortable holding team members accountable to productivity metrics and providing ongoing training and support as needed to meet objectives
• Skilled at process improvement, workflow optimization, and fostering cross-functional collaboration
• Strong time management skills and the proven ability to set and achieve self-paced goals while working independently
• Analytical, organized, and data-driven, with experience using metrics to guide operational decisions
• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Healthcare Administration, Business, or related field preferred
• 4+ years of experience in operations, scheduling, customer service, or administrative roles, preferably in a healthcare or telehealth setting
• 2+ years of experience in a leadership or management role
• Familiarity with scheduling software, telehealth platforms, electronic health record (EHR) systems, and Microsoft Office Suite
• Team Leadership and Development: Ability to effectively manage, coach, and develop diverse operational and scheduling teams in a remote environment
• Operational Excellence: Skilled at managing service delivery operations and maintaining high levels of quality, efficiency, and accuracy across teams
• Scheduling Operations Management: Deep understanding of appointment scheduling workflows, systems optimization, and patient/provider coordination
• Member-Centric Mindset: A details-driven rockstar, with a ‘knock-it-out-of-the-park’ mentality, keen on delighting members and patients by creating a one-of-a-kind experience
• Analytical Thinking: Ability to interpret operational and scheduling data, identify trends, solve problems, and drive process improvements based on metrics
• Process Improvement: Skilled in evaluating workflows, streamlining operations, and implementing best practices to optimize team performance
• Cross-Functional Collaboration: Able to partner effectively with other departments (e.g., Technology, Clinical Operations, Member Experience) to drive shared outcomes
• Communication and Influence: Strong written and verbal communication skills with the ability to lead meetings, coach team members, and present operational updates to leadership
• Adaptability and Resilience: Ability to thrive in a fast-paced, high-growth environment and pivot quickly as business needs evolve
• Compliance and Attention to Detail: Knowledge of HIPAA and telehealth regulations, maintaining a high level of professionalism, confidentiality, and quality in all interactions

Responsibilities

• Manage the Member Account, Support Specialist and the Scheduling team, providing leadership, guidance, and performance development to ensure operational excellence
• Oversee scheduling operations, ensuring telehealth appointments are booked accurately, efficiently, and in alignment with provider availability, licensure, and organizational standards
• Foster a collaborative and positive environment, ensuring teams are motivated, engaged, and delivering an exceptional member and patient experience
• Serve as the internal advocate for our members and providers, translating feedback across channels into actionable insights to drive continuous improvement
• Monitor operational dashboards and scheduling metrics to anticipate business needs, report out on daily metrics, and solve for operational challenges to support team members, caregivers, and members
• Lead regular team meetings, conduct one-on-one check-ins, and deliver ongoing training to ensure competency and efficiency across Member Support and Scheduling teams
• Collaborate with cross-functional teams to identify operational and scheduling pain points and opportunities for process optimization
• Implement and drive best practices for scheduling workflows, error reduction, and patient experience improvements
• Partner with technology teams to optimize scheduling systems and operational tools to meet evolving organizational needs

Preferred Qualifications

Experience in managing remote teams and working in a distributed environment is a plus

Benefits

• The salary range for United States residents is $70K - $108K/year + bonus
• 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)
• Position is remote