Therapy Operations Lead: Scale Patient Access

Talkiatry; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Talkiatry is expanding its therapy program, and this role leads the offshore PCC team to convert referrals into timely, quality care for thousands of patients daily.

You will partner with cross‑functional operations, design scalable workflows, and build dashboards to drive conversion, adherence, and patient experience, using data and platforms like ServiceNow and Genesys to scale impact.

Qualifications

• 5+ years of experience in operations management, ideally in healthcare, patient access, or customer service environments.
• 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 platforms.
• Demonstrated ability to drive process improvement and deliver measurable results.
• Excellence in stakeholder management and cross-functional collaboration.

Responsibilities

• Oversee and continuously improve the therapy referral-to-care journey, ensuring every patient experiences a seamless and timely connection to therapy.
• Build and refine workflows that deliver consistent, high-quality support from referral through first appointment.
• Identify friction points in the referral funnel and partner cross-functionally to implement process or technology solutions that improve conversion, adherence, 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 and develop a high-performing offshore PCC team responsible for managing the therapy referral pipeline.
• Set clear goals, establish accountability, and coach team members to deliver excellence in patient engagement and conversion.
• Foster a culture of empathy, ownership, and continuous improvement within the team.
• Collaborate with Quality, Training, and Workforce Management partners to ensure consistent service quality, efficiency, and scalability.
• Manage feedback loops and communication rhythms that connect frontline work to organizational priorities.
• Design scalable operational processes that maintain quality and readiness as Talkiatry’s therapy program expands.
• Develop and maintain dashboards and reporting frameworks to track key metrics such as therapy referral conversion, QA adherence, and patient satisfaction.
• Leverage platforms like ServiceNow and Genesys to improve workflow automation, team efficiency, and patient responsiveness.
• Lead pilot programs to validate process improvements within the existing therapy referral funnel, and scale successful improvements across the organization.
• Lead operational stand-up for new therapy lines of business (e.g., Group Therapy) — designing initial process workflows and piloting manual execution ahead of scaled tooling.
• Translate learnings from new-line-of-business pilots into product requirements for scaled workflows, and organize PCC teams to execute manual processes as new lines of business launch.
• Communicate insights, trends, and opportunities clearly to Core Ops leadership, supporting data-driven operational decisions and long-term scalability.

Skills

SQL proficiency

Analytical thinking

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor’s degree

Tools

ServiceNow

Genesys

Job description

Talkiatry is expanding its therapy program, and this role leads the offshore PCC team to convert referrals into timely, quality care for thousands of patients daily.

You will partner with cross‑functional operations, design scalable workflows, and build dashboards to drive conversion, adherence, and patient experience, using data and platforms like ServiceNow and Genesys to scale impact.