Operations and Support Associate
WFA Digital Insight
The demand for virtual behavioral health services has skyrocketed, with the market expected to grow by 25% annually. As a result, companies like Emora Health are scaling their operations to meet this need. With a focus on personalized care, Emora Health is seeking an Operations and Support Associate to join their team, bringing a unique blend of technical and interpersonal skills to the table. Candidates should be prepared to leverage their expertise in tools like Excel and Google Sheets to drive operational efficiency, and have a passion for supporting clients in their journey towards improved mental health.
Job Description
About the Role
The Operations and Support Associate role at Emora Health is a critical component of the company's mission to provide personalized behavioral health services to children, teens, and young adults. As an early member of a growing operations and support team, the successful candidate will have significant ownership over key aspects of the client experience, from onboarding to ongoing care. This role will require close collaboration with the clinical team, as well as strategic thinking to identify opportunities for workflow improvement and process automation.The ideal candidate will be able to communicate empathetically with clients and their families, while also demonstrating a keen analytical mind and proficiency with tools like Excel and Google Sheets. This role will be an integral part of Emora Health's commitment to providing high-quality care to its clients, and will be expected to contribute to the development of scalable processes and systems that support the company's growth.
Emora Health is a venture-backed company with a vision of providing more effective and more personalized care for every child, teen, and young adult in need. The company's platform matches families with therapists to provide care for a range of conditions, including ADHD, anxiety, depression, and trauma. By joining the Emora Health team, the Operations and Support Associate will be part of a dynamic and rapidly evolving business that is dedicated to making a tangible difference in the lives of its clients.
What You Will Do
- Communicate directly with clients and their families to support client onboarding, scheduling, and ongoing care
- Partner closely with therapists and psychologists to ensure seamless coordination of care
- Identify new opportunities to enhance client operations and support workflows
- Develop and implement automated scalable processes to improve operational efficiency
- Track and report operational performance across relevant KPIs, conducting deep-dive investigations to understand the 'why' behind metrics
- Analyze operational data to identify bottlenecks and launch experiments to improve them
- Support the development and implementation of new client engagement strategies
- Collaborate with cross-functional teams to drive business growth and scalability
- Manage multiple client processes, inquiries, and projects simultaneously
- Demonstrate responsiveness, flexibility, and attention to detail in all aspects of the role
What We Are Looking For
- 2+ years of experience in a related role, preferably in a healthcare or operations environment
- Proficiency in Excel and Google Sheets, with the ability to manage reporting and analytics
- Excellent communication and interpersonal skills, with the ability to empathize with clients and their families
- Strong analytical and problem-solving skills, with the ability to think strategically
- Experience with automated scalable processes and systems
- Ability to work in a fast-paced environment, managing multiple priorities and deadlines
- Passion for supporting clients and their families in providing life-changing behavioral healthcare
- Ability to work US Eastern Time hours
Nice to Have
- Experience with AI-powered tools and technologies
- Familiarity with healthcare operations and systems
- Certification in a related field, such as healthcare administration or operations management
- Experience with project management and process improvement methodologies
Benefits and Perks
- Opportunity for career growth and professional development
- Chance to make a tangible difference in the lives of clients and their families
- Competitive compensation and benefits package
- Flexible work arrangements, including remote work options
- Access to a diverse and international team devoted to Emora Health's mission
- Ongoing training and support to ensure success in the role
- Recognition and rewards for outstanding performance and contributions
How to Stand Out
- To stand out in this role, highlight your experience with automated scalable processes and systems, as well as your ability to think strategically and drive business growth.
- Be prepared to discuss your experience with Excel and Google Sheets, and how you have used these tools to drive operational efficiency in previous roles.
- Emphasize your passion for supporting clients and their families in providing life-changing behavioral healthcare, and highlight any relevant experience or training you have in this area.
- Consider creating a portfolio or examples of your work to demonstrate your skills and experience, particularly in areas such as process improvement and data analysis.
- When negotiating salary, be sure to research the market rate for similar roles and be prepared to discuss your expectations and requirements.
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