Operations Associate

Two Chairs is building a new kind of mental health system based on the idea that the status quo isn’t good enough. Industry-best clinician experiences, better client outcomes, groundbreaking innovation, and access to the highest quality care are how we’ll raise the bar for the entire industry. With that, we're excited and honored to have been recognized as a 2024 Great Place to Work, 2024 Fortune Best Workplaces in the Bay Area, and 2023 San Francisco Business Times Bay Area Best Places to Work.

Diversity, equity, and inclusion are the principles guiding how we build our business and teams. We encourage interested candidates from diverse backgrounds to apply even if they don't think they meet every expectation of the role.

About the role
As an Operations Associate, you will design, build, and operate processes to help us scale our psychiatry team. In this role, you will support clients accessing care and work cross-functionally with Product, HR, Clinical Care, and Finance to support our psychiatric providers. If you are execution focused, a quick learner, great at communication, great at managing customers and passionate about scaling business processes to expand access to exceptional mental healthcare, we want to hear from you!

You'll be responsible for answering questions from clients psychiatric providers, improving existing processes, creating new processes, and executing workflows to allow our clinical team to focus on clinical care. You will also be accountable to supporting clients and providers in getting the follow-up, information, or resources needed. 

 

Core Areas of Responsibility

• Client Support 
• Provide exceptional customer service to clients as they move through care, supporting entry into care and logistics throughout care.
• Act as a liaison between clients and providers, ensuring clear and effective communication regarding treatment, appointments and recommended follow up actions (i.e. lab)
• Ensure the security and confidentiality of all client and provider data in compliance with HIPAA and other regulatory standards.
• Skillfully manage clients that are needing urgent support, including ensuring clients receive needed crisis support from clinical team or other identified resources. 
• Operations
• Manage appointment scheduling for clients and providers
• Follow up with clients, pharmacies, labs and other providers to ensure necessary information is available for psychiatric care prior to appointment.
• Monitor and manage operational workflows, ensuring compliance with organizational policies and procedures.
• Always have an eye for scale and efficiency, specifically identify processes that can be optimized. 
• Develop and execute processes to save time for providers before and after appointments, such as ensuring client data is up to date

• Project work 
• Identify workflows that are missing or could be improved
• Work with cross-functional partners to design and implement new processes
• Create and maintain processes to ensure all needed support is clearly managed and provided in a timely fashion. 

 

Impact and Success Indicators 

Where you’ll make an impact in the first 90 days:

• Learn the Two Chairs culture and workflows
• Support clients accessing psychiatric care

 Where you’ll make an impact in the first year:

• Help us launch our psychiatry service
• Design improvements to 1-2 existing processes

We are looking for someone with:

• Experience in an operations or support role, preferably in a tech or healthcare setting
• Excellent communication and interpersonal skills, with the ability to interact compassionately with clients and providers.
• Experience working in a mental health service delivery.
• Demonstrated experience learning new tools, monitoring and optimizing business metrics, and building/iterating operational processes
• Adaptable and skilled at maintaining focus and delivering in a rapidly changing and ambiguous enviro