Manager, Member Operations

Position is remote.

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 datadriven 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.

Todays world can be intense and stressful and its taking an unprecedented toll on kids teens and families. Bend Healths 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 fulltime Manager Member Operations who is passionate about wholeperson wholefamily mental health care. This position reports to the Vice President Operations.

What youll do:

In this role you will lead the Member Onboarding and Scheduling teams driving operational excellence and ensuring a highquality memberfirst experience. In your role you will focus on enhancing operational processes creating implementing and monitoring service metrics all while fostering an engaged highperforming team environment.

This position requires strong leadership operational expertise a serviceoriented mindset and the ability to thrive in a fastpaced highgrowth healthcare environment.

• 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 oneonone checkins and deliver ongoing training to ensure competency and efficiency across Member Support and Scheduling teams.
• Collaborate with crossfunctional 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.

Who you are:

• Experienced in team leadership and operations management especially in highgrowth fastpaced environments.
• A strong communicator with excellent customer management instincts executivelevel 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 crossfunctional collaboration.
• Strong time management skills and the proven ability to set and achieve selfpaced goals while working independently.
• Analytical organized and datadriven with experience using metrics to guide operational decisions.
  
  

Core Competencies:

• 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.
• MemberCentric Mindset: A detailsdriven rockstar with a knockitoutofthepark mentality keen on delighting members and patients by creating a oneofakind 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.
• CrossFunctional 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 fastpaced highgrowth 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.

What you Bring:

• High school diploma or equivalent required; Associates or Bachelors 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.
• Experience in managing remote teams and working in a distributed environment is a plus.
  
  

The salary range for United States residents is $70K $108K/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 thirdparty 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 @ 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 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.