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Talkiatry is transforming mental healthcare by making high-quality psychiatry more accessible and sustainable. As Operations Manager for the Therapy Program, you will lead the operational foundation that connects therapy referrals to patient care at scale. You'll oversee an offshore Patient Care Coordinator (PCC) team and manage team leads responsible for converting referrals into completed therapy sessions.
Your core responsibilities include optimizing the therapy referral-to-care journey, identifying and removing friction points in the referral funnel, and driving measurable improvements in conversion rates, scheduling efficiency, adherence, retention, and patient experience. You'll use data and analytics to inform decisions and continuously refine workflows that deliver consistent, high-quality support from referral through first appointment.
On the leadership side, you'll build and develop a high-performing offshore team, set clear goals, establish accountability, and foster a culture of empathy and ownership. You'll collaborate cross-functionally with Quality, Training, and Workforce Management partners to ensure service quality and scalability as the therapy program expands.
You'll also design scalable operational processes, develop dashboards and reporting frameworks to track key metrics, and leverage platforms like ServiceNow and Genesys to improve workflow automation and team efficiency. You'll lead pilot programs for new therapy lines of business (e.g., Group Therapy), design initial process workflows, and translate learnings into product requirements for scaled execution.
Required: 5+ years of operations management experience, ideally in healthcare, patient access, or customer service. Proven success leading onshore or offshore teams. Strong analytical and problem-solving skills; SQL proficiency is a plus. Experience with ServiceNow, Genesys, or similar platforms preferred. Demonstrated ability to drive process improvement and deliver measurable results. Excellence in stakeholder management and cross-functional collaboration. Bachelor's degree required.
