Operations and Support Associate

Role Description

We are looking for a dynamic candidate to join the rapidly evolving and high-growth business at Emora Health. The role involves partnering closely with new and existing clients, as well as our clinical team of therapists and psychologists, to provide the best client experience possible while under our care. This will be a role with significant ownership across hands-on interactions with clients, strategic thinking around improving workflows, and identifying gaps and needs in our client engagement and onboarding strategy. This role will also own new operational projects as they arise to support the growth and scalability of the business.

This position is critical in ensuring clients receive the care that they need and that Emora Health can reach the most clients with the highest quality of care. This role will be an early member of a growing world-class operations and support team that will enable better care for clients across the United States.

What You’ll Do

• Communicate directly with clients and their families to support client onboarding, scheduling, and ongoing care
• Partner closely with our therapists and psychologists to help with seamless coordination of care
• Identify new opportunities to enhance client operations and support workflows and supporting the setup of new client engagement strategies
• Track and report operational performance across relevant KPIs, and conduct deep-dive investigations to understand the “why” behind how metrics are performing
• Analyze operational data to identify bottlenecks (e.g. time-to-first-appointment) and launch experiments to improve them
• Support the development and implementation of automated scalable processes to improve operational efficiency, and system and data improvements
• Work cross-functionally with operations, leadership, and clinical teams

Qualifications

• Passionate about supporting clients and their families in providing life-changing behavioral healthcare
• An empathetic communicator who can understand and connect to a broad range of clients, families, and their needs
• Able to handle client interactions across phone, text, and email, demonstrating warmth and empathy, with a focus on de-escalation when necessary
• Passionate about using AI to improve your own productivity and productivity of the team
• Responsive, flexible, and attentive to detail with the ability to manage priorities across multiple client processes, inquiries, and projects
• Demonstrated strengths in planning, time management, problem solving, and attention to detail
• Ability to work US Eastern Time hours
• Experience with Google Sheets or Excel, with the ability to manage reporting

Benefits

• Opportunity for career growth
• A chance to make a tangible difference in our clients' lives
• A diverse and international team devoted to Emora Health’s mission

Company Description

Emora Health is a provider of virtual behavioral therapy for the millions of youth in need of care. Our platform matches families with therapists to provide care for children, teens, and young adults with a range of conditions including ADHD, Anxiety, Depression, Trauma, as well as other personal challenges and experiences.

Emora Health is a venture-backed company with a vision of providing more effective and more personalized care for every child, teen, and young adult in need. Our therapists help children, teens, and young adults learn new behaviors and healthy coping strategies to reach life-changing milestones faster and build life-long skills and resilience for a brighter future.