Manager, Operations

Summary

Join Bend Health, a revolutionary mental healthcare provider for kids and teens, as a full-time Manager, Operations - Virtual Intensive Outpatient Program (IOP). You will manage daily operations to ensure efficiency, high-quality care, and member satisfaction. Oversee a team of Onboarding Specialists, handling member enrollment, scheduling, and support. This role involves training and mentoring your team, collaborating with clinical staff, and ensuring compliance with regulations. You will also develop strategies to engage prospective members, monitor KPIs, and identify areas for process improvement. The position reports to the EVP, Operations Strategy & Execution and offers a competitive salary and benefits package.

Requirements

• Bachelor’s degree in healthcare administration, business, or a related field or equivalent combination of education, training, and relevant work experience
• Minimum of two years of experience in healthcare admissions
• Demonstrated leadership and organizational skills with excellent interpersonal communication
• Minimum of one year of documentation and quality assurance experience
• Ability to learn and utilize new tools and applications effectively
• Proficiency in electronic health records (EHR) and telephony systems
• Knowledge of healthcare scheduling and workflows
• Ability to work independently and decisively
• Passion for expanding access to mental health care
• Comfortable working in an environment with high expectations, and rapidly changing processes and expectations

Responsibilities

• Oversee the entire admissions process, from initial referral to onboarding, ensuring a smooth and efficient member and family experience
• Train, mentor, and manage a team of onboarding specialists, fostering a supportive and high-performing environment
• Lead with a hands-on approach demonstrating a willingness to do the work and tasks alongside your team while providing backup coverage and support
• Develop and implement strategies and initiates to engage with prospective members and families, providing clear and detailed information about our program
• Work in collaboration with the clinical team to ensure accurate and timely communication and resolution of member needs, complex issues, and escalations during onboarding and throughout the duration of care
• Responsible for confirming that eligibility and coverage is verified and provided to all members and their families during onboarding and ongoing management of all billing activities is documented and maintained during program enrollment
• Ensure members enrolled in our IOP program are consistently scheduled for all therapy, psychiatry, and group sessions in accordance with our care plan adherence policy
• Utilize and optimize systems and tools to streamline processes and enhance member engagement
• Establish, monitor, and track key performance indicators (KPIs) and SLAs to evaluate the effectiveness of all systems and processes, and identify areas of improvement
• Prepare and present regular program performance and trends
• Identify ongoing opportunities for process improvements and implement best practices to enhance the end-to-end member experience from enrollment to discharge
• Maintain accurate records of onboarding, administrative tasks, documentation in compliance with all regulatory requirements and organizational standards
• Ensure all onboarding and care delivery activities comply with relevant healthcare regulations, privacy and quality standards, including HIPAA

Preferred Qualifications

Experience in behavioral health in a digital health environment

Benefits

• The salary range for United States residents is $67K - $95K/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)