Patient and Family Coordinator Manager

About Us

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

Team InStride Health: Our Core Values

• Give Heart: We lead with heart, treating patients and their families the way we want our loved ones to be treated. 
• Work Smart: We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.
• Have Humility: We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.
• Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.

About the Role

InStride Health is seeking an accomplished and dedicated Patient and Family Coordinator  Manager to join our dynamic team. The Patient and Family Coordinator Manager is responsible for overseeing the day to day activities and performance management of our Patient and Family Coordinators, including but not limited to enrollment, scheduling, customer service, provider support, addressing issues and escalations, and more. In addition to managing the Patient and Family Coordinator team, this role will assist the Senior Director of Operations and other clinical team leaders with identifying and implementing initiatives focused on improving efficiencies and scalability of the team. 

Responsibilities: 

• Team Management: Lead and manage the Patient and Family Coordinator team, providing guidance, coaching, and support to ensure high performance and adherence to team goals and standards.
• Scheduling & Support Management: Oversee the day-to-day activities of a team of support analysts responsible for the scheduling and ongoing support of patients and families in our program. Ensure appointments are efficiently booked and coordinated to minimize time to care, meet enrollment targets, and optimize patient/family experience. Provide ongoing support for patients/families in our program as well as our internal care team. 
• Patient and Family Engagement: Monitor the process to engage patients and their families throughout the scheduling process, providing support, information, and resources to facilitate their journey through our program. Manage a reduced number of patients and families to stay knowledgeable in workflows and challenges. 
• Quality Assurance: Oversee quality assurance measures that ensure accuracy and reliability of scheduling, adherence to scheduling protocols and related metrics, and compliance with regulatory requirements and organizational policies. 
• Escalation Management: Serve as a point of contact for escalated issues and inquiries, working closely with internal teams and stakeholders to resolve complex issues and ensure timely resolution.
• Cross-functional Collaboration: Collaborate with clinical, operations, product and support staff to coordinate scheduling efforts, address scheduling-related challenges, identify product and process improvements, and optimize resource allocation to meet patient needs. 
• Process Improvement: Collaborate with the Senior Director of  Operations and other clinical team leaders to identify opportunities for process improvement, efficiency gains, and scalable growth planning.
• Performance Management: Monitor and evaluate the performance of Patient and Family Coordinators, conducting regular performance reviews, providing feedback, and overseeing day-to-day needs, including PTO/sick time to drive accountability and continuous improvement.
• Metrics and Reporting: Develop and maintain metrics and reporting mechanisms to track key performance indicators (KPIs), monitor team performance, and identify trends or areas for improvement.
• Training and Development: Provide training, support, and professional development opportunities to the Patient and Family Coordinator team to ensure they hav