Therapy Operations Lead: Patient Access & Care

Socket.dev; New York (NY); On-site; USD 120,000 - 190,000; Full time

Job summary

Talkiatry seeks an Operations Manager for the Therapy Program in New York to oversee the referral-to-care flow, lead a growing offshore PCC team, and partner with cross-functional operations to optimize patient access to therapy.

You will design scalable processes, implement workflow improvements, and drive measurable gains in conversion, adherence, and patient satisfaction across a rapidly expanding program.

Qualifications

• 5+ years of experience in operations management, ideally in healthcare, patient access, or customer service.
• Proven success leading onshore or offshore operational teams.
• Strong analytical and problem-solving skills; SQL proficiency is a strong plus.
• Experience with ServiceNow, Genesys, or similar operational platforms preferred.
• Demonstrated ability to drive process improvement and deliver measurable results.
• Excellence in stakeholder management and cross-functional collaboration.
• Bachelor’s degree required.

Responsibilities

• Oversee and improve the therapy referral-to-care journey, ensuring every patient experiences a seamless and timely connection to therapy.
• Build workflows delivering consistent, high-quality support from referral through first appointment.
• Identify friction points in the referral funnel and implement solutions to improve conversion and retention.
• Drive initiatives that expand therapy access, improve scheduling efficiency, and reduce cancellations and no-shows.
• Use data and insights to inform decisions, measure impact, and drive continuous improvement across key performance metrics.
• Lead offshore PCC team and coach for excellence in patient engagement and conversion.
• Design scalable operational processes for therapy program expansion.
• Develop dashboards and reporting frameworks to track key metrics such as therapy referral conversion, QA adherence, and patient satisfaction.

Skills

Operations leadership

Analytical thinking

Stakeholder management

Cross-functional collaboration

SQL proficiency

Education

Bachelor’s degree

Tools

ServiceNow

Genesys

Job description

Talkiatry seeks an Operations Manager for the Therapy Program in New York to oversee the referral-to-care flow, lead a growing offshore PCC team, and partner with cross-functional operations to optimize patient access to therapy.

You will design scalable processes, implement workflow improvements, and drive measurable gains in conversion, adherence, and patient satisfaction across a rapidly expanding program.