About the Role
Emora Health is a venture-backed pioneer in the virtual behavioral health space, dedicated to addressing the critical mental health needs of millions of youth across the United States. We are seeking a highly motivated and compassionate Operations and Support Associate to join our rapidly growing team. In this role, you will be the heartbeat of our client operations, serving as the primary point of contact for families seeking life-changing therapy for children, adolescents, and young adults. Your work will directly influence our ability to provide personalized, effective care for conditions such as ADHD, anxiety, and depression, helping families navigate their journey with warmth, efficiency, and professional excellence.
As an early member of our operations team, you will enjoy significant ownership over the client experience and the strategic workflows that power our growth. This is not just a support role; it is a dynamic position that combines hands-on client interaction with high-level operational analysis. You will partner closely with our world-class clinical team of psychologists and therapists to ensure seamless care coordination while identifying opportunities to scale our impact. If you are a problem-solver who thrives in a fast-paced environment and is passionate about leveraging technology to improve healthcare outcomes, we invite you to help us build a brighter future for the next generation.
Key Responsibilities- Serve as the primary liaison for families, managing the end-to-end onboarding process and scheduling through various communication channels including phone, text, and email.
- Collaborate intimately with our clinical providers to facilitate seamless coordination of care, ensuring that therapist-client matching and subsequent sessions are handled with the highest level of precision.
- Proactively identify operational gaps and design innovative workflows to enhance client engagement strategies and improve the overall user experience.
- Take full ownership of new operational projects designed to support the scalability of the business, from initial ideation to full implementation.
- Monitor and report on critical operational performance indicators, conducting deep-dive data investigations to understand the root causes of metric fluctuations.
- Analyze complex data sets to identify bottlenecks in the client journey, such as time-to-first-appointment, and launch iterative experiments to optimize these touchpoints.
- Drive efficiency by developing and implementing automated, scalable processes that utilize modern software and system improvements to reduce manual overhead.
- Maintain a high level of responsiveness and attention to detail while managing multiple competing priorities across various client processes and cross-functional projects.
- Proven experience in a client-facing or operational role, ideally within the healthcare or technology sectors, with a strong commitment to mission-driven work.
- Exceptional communication skills, characterized by empathy, warmth, and the ability to connect with a diverse range of families and clinical professionals.
- Advanced proficiency in Google Sheets or Microsoft Excel, with the ability to manage complex reporting, data visualization, and analytical tasks.
- A tech-forward mindset with a passion for integrating AI tools into daily workflows to enhance both personal and team productivity.
- Demonstrated strengths in strategic planning, time management, and complex problem-solving, with a meticulous eye for detail.
- Expertise in managing difficult conversations and de-escalating client concerns with a calm, professional, and solutions-oriented approach.
- Ability to work consistently during US Eastern Time hours to support our primary client base and clinical team.
- A flexible and adaptive nature, comfortable navigating the evolving landscape of a high-growth, venture-backed startup.
- Remote-first work environment, allowing you to contribute to a national mission from anywhere within compatible time zones.
- Significant opportunities for professional development and career acceleration as an early member of a scaling operations team.
- The chance to make a profound, tangible impact on the lives of children, teens, and families during critical stages of their development.
- Work alongside a diverse, international team of experts dedicated to revolutionizing behavioral healthcare through innovation and compassion.
- A collaborative culture that values your strategic input and encourages the implementation of your ideas to improve business efficiency.
- Competitive compensation and the intrinsic reward of working for a company committed to diversity, equity, and inclusion in every aspect of its operations.