Manager, Operations - Virtual Intensive Outpatient Program (IOP)

Position is remote.

Hours for this role are 11-8 PST

Who we are:

Bend Health is revolutionizing the treatment of mental health conditions for kids and teens. Our innovative technology achieves better outcomes and leads to happier, healthier lives while ensuring stigma, costs, and logistics are no longer barriers. Come and be part of a fun, collaborative, supportive, motivated, and data-driven team creating the first scalable and integrated model in mental healthcare for kids and teens. Help shape the future of pediatric mental health and bend the healthcare system to work better for everyone.

Today’s world can be intense and stressful, and it’s taking an unprecedented toll on kids, teens, and families. Bend Health’s collaborative care model relies on therapy to help families manage the ups and downs of everyday life. These challenges could involve managing emotions, challenging negative thinking, and reducing stress and anxiety.

We are looking for a full-time, Manager, Operations - Virtual Intensive Outpatient Program (IOP)  who is passionate about whole-person, whole-family mental health care. This position reports to the Vice President, Operations. 

Position Summary: 

We are looking for a full-time, Manager, Operations - Virtual Intensive Outpatient Program (IOP) to join our IOP team. In this role, you’ll be responsible for managing the day-to-day operations processes to ensure efficiency, high-qualify care delivery, and member and family satisfaction. As the Operations Manager, supporting the Virtual Intensive Outpatient Program (IOP), you will oversee a team of Onboarding Specialists accountable for member enrollment, scheduling, and ongoing support of administrative and care coordination functions.

This position reports to the EVP, Operations Strategy & Execution

What you’ll do:

• 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

Core Competencies:

• Member Satisfaction: Proficiency in connecting and building rapport with members and caregivers and the ability to communicate our program clearly and effectively 
• Process Management: Develop, implement, and execute well-defined business processes necessary to achieve desired goals and outcomes 
• Performance Monitoring: Track, monitor, and analyze key data and processes to ensure business goals and metrics are met, while strategically identifying areas of improvement
• Team Leadership and Support: Mentor and guide team members towards common objectives through clear communication, role expectations, and goal setting, while fostering team collaboration and empowering ongoing growth and development 

Who you are:

• 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 
• Experience in behavioral health in a digital health environment preferred 
• 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

The salary range for United States residents is $67K - $95K/year + bonus. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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).  Come join us to expand access to quality mental health care for kids, teens, and families!

We want to inform you regarding fraudulent postings and communications from individuals posing as Bend Health employees to job seekers. Please look at our current openings to ensure they match with third-party job hosting sites. If you are applying for a position with us, we will always take the following steps:

• We will only email you from the @bendhealth.com domain

• Our screenings and interviews will be via phone or Zoom/Google Meets Video - Never chat or instant message

• We will not send you a check until you are actively employed

• We will never ask you for personal payment or require you to purchase equipment 

We are here to help if you have any questions or concerns about a job posting. Please reach out directly to [email protected] for inquiries. Thank you again for your interest and we look forward to connecting with you!

At Bend Health, we believe that our diverse perspectives are our biggest strengths - and that embracing them will create real change in healthcare. As an equal opportunity employer, we are committed to building an inclusive environment where you can be you.