Customer Support and Operations Specialist

hace 10 horas


San José, San José, Costa Rica Emora Health A tiempo completo
Emora Health - Customer Support and Operations Specialist

We are a provider of virtual behavioral therapy for millions of youth in need of care.

About Us:

Our platform matches families with therapists to provide care for children, teens, and young adults with various conditions including ADHD, Anxiety, Depression, Trauma, and other personal challenges.

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

Job Description:

This position is crucial in ensuring patients receive the care they need and that Emora Health can reach the most patients with the highest quality of care.

You will be an early member of a growing world-class operations and support team that will enable better care for patients across the United States.

Key Responsibilities:

  • Communicate directly with patients and their families to support patient onboarding, scheduling, and ongoing care
  • Partner closely with our therapists and psychologists to help with seamless coordination of care
  • Identify new opportunities to enhance patient operations and support workflows and support the setup of new patient engagement strategies
  • Be a leader in scaling growing operations over time with an ability to coordinate across teammates and support new teammates as they come on board
  • Support the development and implementation of scalable processes to improve operational efficiency and system and data improvements
  • Track and report operational performance across relevant KPIs, and conduct deep-dive investigations to understand the 'why' behind how metrics are performing
  • Work cross-functionally with operations, leadership, and clinical teams

Requirements:

  • Excellent written and verbal fluency in English (C2 level certification desired)
  • Possess passion about supporting patients and their families in providing life-changing behavioral healthcare
  • Be an empathetic communicator who can understand and connect to a broad range of patients, families, and their needs
  • Be responsive, flexible, and attentive to detail with the ability to manage priorities across multiple patient 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 manipulate data and build reporting, is required

Benefits:

  • Competitive salary ($400,000 - $600,000 per month)
  • Opportunity for career growth
  • A chance to make a tangible difference in our patients' lives
  • A diverse and international team devoted to Emora Health's mission


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