About the Role

InStride Health is seeking an accomplished and dedicated Director of Patient and Family Operations to join our dynamic team. The Director of Patient and Family Operations will play a pivotal role in overseeing the operations and supporting strategy involving a patient and family once screened into our program, including but not limited to enrollment, scheduling, time to care, capacity planning, customer service and experience, and more. This individual will spearhead initiatives to ensure seamless coordination of care and optimal utilization of resources to meet the needs of our patients and their families, while helping meet the company’s enrollment targets and time to care objectives.

Responsibilities:

• Scheduling & Support Management: Oversee 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. 
• Capacity Planning: Collaborate with clinical operations leadership to help inform future capacity needs based on patient availability / demand relative to monthly enrollment targets and time to care metrics. Through analysis of this data, make recommendations to help ensure adequate staffing levels / allocation, optimized provider schedules, and more, to help meet patient needs while maintaining operational efficiency.
• Process Optimization: Evaluate and streamline patient scheduling processes to enhance efficiency, improve patient experience, minimize scheduling errors/conflicts, and achieve time to care goals. 
• Patient and Family Engagement: Develop strategies to engage patients and their families throughout the scheduling process, providing support, information, and resources to facilitate their journey through our program.
• Data Analysis: Utilize data analytics and reporting tools to monitor scheduling metrics, track patient volumes, and identify trends or patterns to inform decision-making and improve operational performance.
• Quality Assurance: Implement quality assurance measures to ensure accuracy and reliability of scheduling data, adherence to scheduling protocols, and compliance with regulatory requirements and organizational policies. 
• Cross-functional Collaboration: Collaborate with clinical, operations, and support staff to coordinate scheduling efforts, address scheduling-related challenges, and optimize resource allocation to meet patient needs. Partner with tech and product teams to streamline and improve scheduling processes.
• Continuous Improvement: Lead initiatives for continuous process improvement, identifying opportunities to enhance scheduling efficiency, streamline workflows, and enhance the overall patient and family experience as well as internal care team experience. Streamline coordination / tasking between care team and administrative teams.
• Training and Development: Provide training, support, and performance management to the support analyst team to ensure they have the knowledge, skills, and resources to perform their roles effectively and deliver exceptional service to patients and families. Oversee staffing and hiring needs of the team based on staffing model. 
• Stakeholder Communication: Communicate regularly with patients, families, and internal stakeholders to provide updates on scheduling activities, address inquiries or concerns, and solicit feedback to inform process improvements. Oversee and equip the team to handle any escalations from patients and families.

What You Need to Succeed in the Role

• Minimum of 5 years of experience in healthcare operations, with specific experience in patient scheduling, process optimization, and capacity planning. 
• Strong understanding of scheduling systems and processes, preferably in a healthcare setting. 
• Deep customer service orientation with a demonstrated track record of prioritizing the customer experience. 
• Excellent organizational, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and engage with patients and families. 
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve operational performance. 
• Knowledge of regulatory requirements and compliance standards related to patient scheduling and healthcare operations. 
• Proven track record of implementing process improvements and driving operational excellence. 
• Experience in staff training, development, and performance management preferred.
• Ability to adapt to changing regulatory requirements, industry trends, and organizational needs in a fast-paced and dynamic environment.
• Ability to work independently and professionally in a fast-paced environment; ability to be flexible
• Ability to handle sensitive and confidential information in a manner that inspires confidence and trust

Why Join Our Team

• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
• Ability to help hundreds of children and families access desperately-needed evidence-based care
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
• Competitive compensation and generous benefits package for doing what you love
• 401(k) with employer matching
• Paid parental leave policy
• 4-week paid sabbatical after 5 years of employment 
• Fully remote work environment, enabling you to work from the comfort of your home with periodic, in-person team retreats