Manager, Member Operations

Bend Health; Madison (WI); Remote; USD 70,000 - 108,000; Full time

Job summary

Join a forward-thinking company dedicated to transforming pediatric mental health care. As a Manager of Member Operations, you will lead a dynamic team focused on enhancing member experiences and operational processes. This role offers an exciting opportunity to shape the future of mental health care for children and teens, leveraging innovative technology and collaborative care models. You will thrive in a supportive, data-driven environment, driving operational excellence while fostering a motivated team culture. If you're passionate about making a difference and excel in fast-paced settings, this is the perfect opportunity for you.

Benefits

Comprehensive Benefits Package

Incentive and Recognition Programs

401k Contribution

Equity Options

Qualifications

• 4+ years in operations or scheduling, preferably in healthcare.
• 2+ years in a leadership role managing remote teams.

Responsibilities

• Lead Member Onboarding and Scheduling teams to ensure operational excellence.
• Monitor operational dashboards and scheduling metrics for continuous improvement.

Skills

Team Leadership

Operational Management

Customer Management

Process Improvement

Analytical Thinking

Education

High School Diploma

Associate's or Bachelor's Degree in Healthcare Administration

Tools

Scheduling Software

Telehealth Platforms

Electronic Health Record (EHR) Systems

Microsoft Office Suite

Job description

Position is remote.

Who we are:

Bend Health is revolutionizing the treatment of mental health conditions for kids and teens. Our innovative technology achieves better outcomes and leads to happier, healthier lives while ensuring stigma, costs, and logistics are no longer barriers. Come and be part of a fun, collaborative, supportive, motivated, and data-driven team creating the first scalable and integrated model in mental healthcare for kids and teens. Help shape the future of pediatric mental health and bend the healthcare system to work better for everyone.

Today's world can be intense and stressful, and it's taking an unprecedented toll on kids, teens, and families. Bend Health's collaborative care model relies on therapy to help families manage the ups and downs of everyday life. These challenges could involve managing emotions, challenging negative thinking, and reducing stress and anxiety.

We are looking for a full-time, Manager, Member Operations who is passionate about whole-person, whole-family mental health care. This position reports to the Vice President, Operations.

What you'll do:

In this role, you will lead the Member Onboarding and Scheduling teams, driving operational excellence and ensuring a high-quality, member-first experience. In your role you will focus on enhancing operational processes, creating, implementing and monitoring service metrics all while fostering an engaged, high-performing team environment.

This position requires strong leadership, operational expertise, a service-oriented mindset, and the ability to thrive in a fast-paced, high-growth healthcare environment.

• Manage the Member Account, Support Specialist and the Scheduling team, providing leadership, guidance, and performance development to ensure operational excellence.
• Oversee scheduling operations, ensuring telehealth appointments are booked accurately, efficiently, and in alignment with provider availability, licensure, and organizational standards.
• Foster a collaborative and positive environment, ensuring teams are motivated, engaged, and delivering an exceptional member and patient experience.
• Serve as the internal advocate for our members and providers, translating feedback across channels into actionable insights to drive continuous improvement.
• Monitor operational dashboards and scheduling metrics to anticipate business needs, report out on daily metrics, and solve for operational challenges to support team members, caregivers, and members.
• Lead regular team meetings, conduct one-on-one check-ins, and deliver ongoing training to ensure competency and efficiency across Member Support and Scheduling teams.
• Collaborate with cross-functional teams to identify operational and scheduling pain points and opportunities for process optimization.
• Implement and drive best practices for scheduling workflows, error reduction, and patient experience improvements.
• Partner with technology teams to optimize scheduling systems and operational tools to meet evolving organizational needs.
  
  

Who you are:

• Experienced in team leadership and operations management, especially in high-growth, fast-paced environments.
• A strong communicator with excellent customer management instincts, executive-level presence, and facilitation skills.
• Proficient in scheduling operations, operational dashboards, and service delivery metrics. Comfortable holding team members accountable to productivity metrics and providing ongoing training and support as needed to meet objectives.
• Skilled at process improvement, workflow optimization, and fostering cross-functional collaboration.
• Strong time management skills and the proven ability to set and achieve self-paced goals while working independently.
• Analytical, organized, and data-driven, with experience using metrics to guide operational decisions.
  
  

Core Competencies:

• Team Leadership and Development: Ability to effectively manage, coach, and develop diverse operational and scheduling teams in a remote environment.
• Operational Excellence: Skilled at managing service delivery operations and maintaining high levels of quality, efficiency, and accuracy across teams.
• Scheduling Operations Management: Deep understanding of appointment scheduling workflows, systems optimization, and patient/provider coordination.
• Member-Centric Mindset: A details-driven rockstar, with a 'knock-it-out-of-the-park' mentality, keen on delighting members and patients by creating a one-of-a-kind experience.
• Analytical Thinking: Ability to interpret operational and scheduling data, identify trends, solve problems, and drive process improvements based on metrics.
• Process Improvement: Skilled in evaluating workflows, streamlining operations, and implementing best practices to optimize team performance.
• Cross-Functional Collaboration: Able to partner effectively with other departments (e.g., Technology, Clinical Operations, Member Experience) to drive shared outcomes.
• Communication and Influence: Strong written and verbal communication skills with the ability to lead meetings, coach team members, and present operational updates to leadership.
• Adaptability and Resilience: Ability to thrive in a fast-paced, high-growth environment and pivot quickly as business needs evolve.
• Compliance and Attention to Detail: Knowledge of HIPAA and telehealth regulations, maintaining a high level of professionalism, confidentiality, and quality in all interactions.
  
  

What you Bring:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Business, or related field preferred.
• 4+ years of experience in operations, scheduling, customer service, or administrative roles, preferably in a healthcare or telehealth setting.
• 2+ years of experience in a leadership or management role.
• Familiarity with scheduling software, telehealth platforms, electronic health record (EHR) systems, and Microsoft Office Suite.
• Experience in managing remote teams and working in a distributed environment is a plus.
  
  

The salary range for United States residents is $70K - $108K/year + bonus. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Bend Health offers a comprehensive benefits package, incentive and recognition programs, equity, and 401k contribution (all benefits are subject to eligibility requirements). Come join us to expand access to quality mental health care for kids, teens, and families!

We want to inform you regarding fraudulent postings and communications from individuals posing as Bend Health employees to job seekers. Please look at our current openings to ensure they match with third-party job hosting sites. If you are applying for a position with us, we will always take the following steps:

• We will only email you from the @bendhealth.com domain
• Our screenings and interviews will be via phone or Zoom/Google Meets Video - Never chat or instant message
• We will not send you a check until you are actively employed
• We will never ask you for personal payment or require you to purchase equipment
  
  

We are here to help if you have any questions or concerns about a job posting. Please reach out directly to [e-mail] for inquiries. Thank you again for your interest and we look forward to connecting with you!

At Bend Health, we believe that our diverse perspectives are our biggest strengths - and that embracing them will create real change in healthcare. As an equal opportunity employer, we are committed to building an inclusive environment where you can be you.