Operations and Support Associate

Who We Are at Emora Health:
Emora Health is a provider of virtual behavioral therapy for the millions of youth in need of care. Our platform matches families with therapists to provide care for children, teens and young adults with a range of conditions including ADHD, Anxiety, Depression, Trauma, as well as other personal challenges and experiences.
Emora Health is a venture-backed company with a vision of providing more effective and more personalized care for every child, teen and young adult in need. Our therapists help children, teens and young adults learn new behaviors and healthy coping strategies to reach life-changing milestones faster and build life-long skills and resilience for a brighter future. You can learn more about us on our website.
Operations & Support Associate at Emora Health:
We are looking for a dynamic candidate to join the rapidly evolving and high-growth business at Emora Health. The role involves partnering closely with new and existing clients, as well as our clinical team of therapists and psychologists, to provide the best client experience possible while under our care. This will be a role with significant ownership across hands-on interactions with clients, strategic thinking around improving workflows, and identifying gaps and needs in our client engagement and onboarding strategy. This role will also own new operational projects as they arise to support the growth and scalability of the business.
This position is critical in ensuring clients receive the care that they need and that Emora Health can reach the most clients with the highest quality of care. This role will be an early member of a growing world-class operations and support team that will enable better care for clients across the United States.
What You’ll Do:

• Communicate directly with clients and their families to support client onboarding, scheduling, and ongoing care
• Partnering closely with our therapists and psychologists to help with seamless coordination of care
• Identify new opportunities to enhance client operations and support workflows and supporting the setup of new client engagement strategies
• Tracking and reporting operational performance across relevant KPIs, and conducting deep-dive investigations to understand the “why” behind how metrics are performing
• Analyzing operational data to identify bottlenecks (e.g. time-to-first-appointment) and launching experiments to improve them.
• Supporting the development and implementation of automated scalable processes to improve operational efficiency, and system and data improvements
• Working cross-functionally with operations, leadership, and clinical teams

Who You Are:

• Passionate about supporting clients and their families in providing life-changing behavioral healthcare
• An empathetic communicator who can understand and connect to a broad range of clients, families, and their needs
• Able to handle client interactions across phone, text, and email, demonstrating warmth and empathy, with a focus on de-escalation when necessary.
• Passionate about using AI to improve your own productivity and productivity of the team
• Responsive, flexible, and attentive to detail with the ability to manage priorities across multiple client processes, inquiries, and projects
• Demonstrated strengths in planning, time management, problem solving, and attention to detail
• Ability to work US Eastern Time hours
• Experience with Google Sheets or Excel, with the ability to manage reporting

What We Offer

• Opportunity for career growth
• A chance to make a tangible difference in our clients lives
• A diverse and international team devoted to Emora Health’s mission

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.
Emora Health is an equal opportunity employer that is committed to providing all employees with a work environment free of discrimination and harassment. We celebrate diversity and welcome applicants from every background and life experience.

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