Senior Manager, Patient Access Operations

Talkiatry is seeking a Senior Manager, Patient Access Operations to shape the future of our new patient experience. In this high-impact role, you’ll lead the engine that helps people take their first step into care – ensuring every introduction to Talkiatry is seamless, supportive, and efficient. You’ll rely on data to diagnose bottlenecks, test new tactics, and drive measurable improvements across the new patient journey. You’ll oversee intake, outreach, and new patient coordination functions, optimizing how we connect thousands of patients to care each month. This is more than an operations role, it’s an opportunity to redefine how patients access mental healthcare at scale through innovation, empathy, and relentless focus on performance and outcomes.  We’re looking for a leader who combines operational excellence with strategic vision. You’ll manage onshore and offshore teams, refine workflows for both inbound and outbound patient interactions, and lead pilot initiatives that test and scale new approaches to patient activation and engagement. Success in this role means building processes that drive both conversion and care continuity – while elevating the human experience at every step of the journey.About Talkiatry:Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.    60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome.   With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.You will:Patient Access StrategyChampion the new patient journey by designing and overseeing each step of the funnel – from first touch point (online assessment) through first appointment – to ensure a seamless, reliable experience.Own and optimize the Patient Care Coordinator (PCC) conversion stage of the new patient funnel, partnering cross-functionally to ensure seamless handoffs and strong performance across adjacent steps.Identify and remove barriers to care through process redesign and more effective outreach tactics, partnering with Product and Operations leadership to implement technology and automation improvements.Pilot, measure, and scale initiatives that improve access, adherence, and retention while reducing cancellations and no-shows.Independently analyze operational data and performance trends to identify opportunities for improvement, refine workflows, and elevate patient experience outcomes.Team Leadership & DevelopmentLead and mentor managers overseeing the Intake, New Patient Call Center, and Growth frontline PCC teams, ensuring coordination and alignment across all patient access functions.Own conversion metrics and drive accountability for performance and quality across both onshore and offshore PCC teams.Cultivate a culture of empathy, ownership, and continuous improvement.Empower frontline teams through training, coaching, and development programs that foster consistent excellence in patient engagement.Collaborate cross-functionally with Operations and Tech teams to ensure smooth handoffs and unified goals.Communicate performance updates, trends, and opportunities to senior leadership clearly and proactively.Reporting & Cross-Functional CollaborationDesign scalable systems and PCC workflows that maintain service quality as Talkiatry continues to grow.Implement and optimize tools (e.g., Genesys, ServiceNow) to enhance team efficiency and patient responsiveness.Develop and maintain performance dashboards and reporting frameworks – working with analytics partners as needed but owning day-to-day analysis of metrics and trends.Lead experimentation and continuous improvement efforts in partnership with Product, Analytics, and Operations teams to drive sustainable gains in efficiency and patient satisfaction.Manage vendor partnerships to ensure alignment with Talkiatry’s standards for quality, performance, and patient care.You have:7 years of operations management experience; experience leading front-line intake, sales, or customer service teams preferred.Proven success managing onshore and offshore teams at scale (100 headcount), consistently achieving metric and budget goals.Strong analytical capabilities with a focus on performance and process improvement. You’re comfortable independently analyzing large data sets, building reports, and surfacing actionable insights using Excel and basic SQL.Experience with ServiceNow, Genesys, or similar operational platforms preferred.Demonstrated success collaborating cross-functionally with Product, Technology, and Operations teams to improve system capabilities.Experience managing vendor relationships and ensuring alignment with performance and service standards.Exceptional communication, stakeholder management, and presentation skills.Bachelor’s degree required.Why Talkiatry:Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health careCollaborative environment: be part of building something from the ground up at a fast-paced startup  Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands.It all comes back to care: we’re a mental health company, and we put our team’s well-being first Compensation range for this position is $110,000 to $130,000, and up to a 10% performance bonus, depending on experience; actual compensation will be dependent upon the specific role, location, as well as the individual’s qualifications, experience, skills and certifications.Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.  At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us. We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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Salary : $115,000 - $125,000