Associate Director, Care Operations

Meru Health is setting the new standard in mental healthcare with the most comprehensive online mental health solution for depression, burnout, and anxiety. We are on a mission to help 10 million people recover from mental health challenges by 2027, by utilizing the latest science and technology. If you are looking for a place where your work has a strong impact on people’s lives, we invite you to join us on our mission.

A FEW REASONS WHY PEOPLE LOVE WORKING AT MERU HEALTH:

• Mission with strong social impact. Help pioneer a new approach to mental healthcare (using human support, biofeedback, and digital tools) to help 10 million people over mental health challenges by 2027.
• Supportive and talented colleagues to work with. Work alongside an international & multicultural team where the practice of inclusion & psychological safety are paramount for transparency, collaboration, creativity, and diversity of thought.
• We invest in your well-being. We practice what we preach. In addition to wellness and lunch benefits, flexible working hours, and weekly breakfasts you will have access to Meru’s mental health program.

YOUR MAIN RESPONSIBILITIES:

As Associate Director of Care Operations, you will be reporting to our VP of Clinical Operations and working closely with various key stakeholders across the organization, such as Product, Clinical, Quality, Client Success, and Marketing.

This role is responsible for leading a high-performing front-line team tasked with coordinating quality patient care and dedicated to ensuring an outstanding participant experience. Daily team focus includes participant scheduling, eligibility verification, cost-share communication and collaborating on initiatives to scale the innovative Meru Health care delivery model.

As a culture-add, you approach personal and professional relationships from a place of care, curiosity, and open-mindedness. You genuinely care about the well-being of others, have a genuine passion for helping people, and are actively keeping inclusion & diversity top of mind.

WHAT THIS ROLE WILL ACHIEVE:

• Lead a high-performing front-line team to coordinate quality patient care and ensure an outstanding participant experience
• Strong mentorship and leadership, ensuring team members are inspired and thriving through careful attention to their growth and skill development
• Daily workload management and oversight of participant scheduling, eligibility verification, cost-share communications, and workflow optimization.
• Work collaboratively with internal stakeholders to develop and track care coordination metrics (data) pertaining to inbound and outbound referrals, treatment conversion rates, utilization, team capacity
• Lead due diligence and execution on initiatives to centralize participant communication, increase team efficiency, triage and escalate issues, and showcase impactful metrics connected to trends, issue resolution, response time, CSAT, and scheduling.
• Define and track team KPIs as well as develop quarterly OKRs aligned with overall company goals
• Lead cross-functional initiatives to scale Care Coordination as a service line within an innovative care delivery model that improves mental health outcomes.
• Identify seamless and scalable ways to expand coverage, accelerate access to care and better support providers and participants.
• Partner with leaders throughout the company to build strong business cases for new initiatives that solve complex challenges
• Identify and analyze risks/opportunities that are key to helping the company effectively automate and scale.
• Work cross-functionality to create scalable workflows to support company growth
• Extract, analyze, and interpret care coordination data to address business questions regarding quality of service and its impact on care.
• Quantify major efforts and initiatives into measurable ROI.
• Build a metrics framework to measure utilization and success, as well impact on the company’s strategic and operational goals. Utilize metrics to inform capacity and hiring decisions
• Identify process gaps and implement measurable change - turn insights into compelling and actionable recommendations that will guide impactful product and business decisions

WHAT YOU WILL NEED TO BE SUCCESSFUL IN THIS ROLE:

Skills needed:

• Alignment with our values and passion for our mission
• Strong critical thinking skills with flexibility and adaptability; having the ability to switch gears fast and react to a dynamic and ever-changing environment
• Clear communication and collaboration skills - communicate effectively (verbally and written) by distilling complex thoughts and strategies into actionable recommendations
• Strong project management skills, with clear attention to detail and the ability to effectively build consensus
• Problem-solving skills - excited about exposure to varying types of problems and is a critical thinker who can respond quickly with a solutions-oriented approach
• Deep and fluent understanding of building scalable workflows
• A thoughtful leader with a desire to help team members succeed and grow
• Efficient, motivated, resourceful self-starter, takes initiative and thinks strategically about decisions and downstream impacts
• Strong organizational and follow-through skills with attention to detail - produces work with minimal errors
• Ability to work in a team environment while balancing demands of independent workflow and projects
• Tech savvy: able to easily adapt and navigate new technology platforms with minimal ramp-up
• Willingness to jump in and help the team with care coordination in addition to your managerial duties
• A genuine passion for improving lives and helping people get access to high-quality care Work experience, education, and/or training needed:
• 3-5+ years of demonstrated experience in healthcare operations or customer service team management, focused on scaling and performance/process optimization
• Bachelor’s degree or equivalent

TOTAL REWARDS PACKAGE

• Salary + stock options
• Benefits: Medical, Dental, Vision, & Life Insurance
• 20 days PTO the first year → 25 days PTO thereafter + 15 paid US holidays
• Mobile & Internet expense reimbursement
• $400 Wellness stipend
• $250 Home Office stipend
• Full access for yourself + 2 family members or friends to the clinically proven Meru Health 12-week holistic treatment program
• An opportunity to learn and grow extremely fast with a world-class team & partners
• An international, multicultural, inclusive, and passionate team
• Access to a community of brilliant, kind, compassionate, driven, and humble clinicians
• Much more coming very soon!

Not sure if you should apply? Please keep reading...

Research shows that women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

MORE ABOUT MERU HEALTH:

Meru Health is growing fast to meet the rapidly increasing demand for mental health services. We are on a mission to help 10 million people recover from mental health ailments by 2027. We partner with healthcare organizations, large employers, and insurance companies who understand the need to offer comprehensive mental health care to members or employees, and to meet challenges so many people face with trying to access mental health care services.

We are scientists, engineers, and experienced entrepreneurs who have come together to make mental healthcare accessible, effective, and truly outcome-driven. Our mission is more than business, it’s personal. Our founders have lost friends and family members to depression, and we want to build a highly effective mobile treatment widely accessible to people in need.

At Meru Health, we don’t just accept differences — we celebrate them, we support them, and we thrive on them, as a source of human creativity and richness of life, for the benefit of our employees, our customers, and our community. Meru Health is proud to be an equal opportunity workplace and is an affirmative-action employer.

Get to know us and our culture: https://www.meruhealth.com/about-us

Check out the science and research behind what we do: https://www.meruhealth.com/science

See example testimonials to get an idea of the impact our work is already having on thousands of lives: https://vimeo.com/495477106 ; https://www.youtube.com/watch?v=z8PcUkW8x_Y