Patient Support Operations Manager (Remote)

United States

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$136,200 – $152,200Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Mental Healthcare, Health TechnologyIndustries

Requirements

Candidates must have at least 3 years of leadership experience managing support teams and a total of 5 years of experience in support roles. Required qualifications include experience collecting and analyzing survey data to improve customer satisfaction, project management of large cross-functional initiatives, process mapping, performance metrics, process optimization, and successful collaboration with cross-functional partners. Experience building processes and developing workflows independently is also necessary. Preferred qualifications include experience using data to inform decisions, Zendesk, Google Sheets, SQL, or BI tools, startup experience, healthcare or mental health experience, and multi-channel support team experience.

Responsibilities

The Patient Support Operations Manager will oversee the Appointments & Matching patient team, focusing on helping new patients get scheduled quickly and easily. This role involves managing a large and growing team of support agents and a Tier 3 specialist. Responsibilities include working closely with other Rula teams to improve patient support, streamlining therapist matching, and managing first visit scheduling issues. The manager will be responsible for building strong systems, helping teams thrive, and improving the experience for those seeking mental health care.

Skills

Leadership

Support Team Management

Customer Satisfaction (CSAT)

Customer Dissatisfaction (DSAT)

Project Management

Process Mapping

Performance Metrics

Process Optimization

Cross-functional Collaboration

Rula

Telehealth platform for mental health services

About Rula

Rula operates in the telehealth market, focusing on mental health services. The platform helps individuals find suitable therapists by matching them based on their preferences, insurance information, and specific needs. Rula partners with major insurance carriers to offer affordable mental healthcare, making it accessible to a wider audience. The company has a network of over 8,000 licensed therapists, ensuring high-quality care through thorough background checks and clinical reviews. Clients can connect with therapists via live video sessions, providing convenience and flexibility. Rula's goal is to simplify the process of accessing mental health support and to make therapy more affordable for everyone.

Los Angeles, CaliforniaHeadquarters

2019Year Founded

$107.9MTotal Funding

SERIES_BCompany Stage

Enterprise Software, HealthcareIndustries

201-500Employees