Care Operations Coordinator

Rockstar is recruiting for a team of sleep experts dedicated to helping everyday people unlock better sleep and enjoy more energy, day after day. This client has developed a mobile app, RISE, which is a science-based sleep tracker used by millions across the globe to help users understand and manage their sleep debt and circadian rhythm. They are backed by Goodwater Capital, True Ventures, Freestyle Capital, and High Alpha; investors behind category winners Fitbit, Peloton, and Facebook. In 2024, it was discovered that a high proportion of the app's users have clinical insomnia. To assist these individuals, an insurance-covered telehealth insomnia therapy (CBT-I) clinic has been built, dedicated to treating RISE app users.

Position Overview

A Care Operations Coordinator is being sought to provide comprehensive customer-facing, operational, and administrative support. This role involves managing patient communications, scheduling appointments, collaborating with various departments (RCM, Product, Clinical), coordinating with CBT-I clinicians, and maintaining internal tools and trackers. The coordinator will also play a key role in streamlining and documenting workflows to ensure efficient, standardized operations as the team grows.

Key Responsibilities

- Customer Communications & Patient Support

  - Provide timely and empathetic responses to patient inquiries via phone, email, and chat.

  - Communicate out-of-pocket (OOP) costs to patients, clarify insurance coverage, and address billing questions.

- Scheduling & Coordination

  - Schedule and reschedule patient sessions in collaboration with the Clinical team.

  - Coordinate with CBT-I clinicians to troubleshoot questions about the EMR, scheduling systems, and policies.

  - Manage provider availability, ensuring alignment with patient preferences and provider capacity.

- Data Entry & Tracker Management

  - Update and maintain various trackers (patient intake, scheduling, provider status, etc.).

  - Ensure accurate and timely data entry for patient records, billing details, and other operational metrics.

- Operational Tasks & Process Development

  - Own the development and continuous improvement of Standard Operating Procedures (SOPs).

  - Collaborate with Revenue Cycle Management, Product, and Clinical teams to streamline workflows, improve processes, troubleshoot issues, and provide feedback on system enhancements.

- Provider Payroll & Administrative Duties

  - Run payroll for providers, ensuring accurate hours and compensation.

  - Manage and reconcile any payroll discrepancies.

- Intake Management

  - Follow up with patients during the intake process to gather necessary information and documentation.

  - Communicate updates and ensure all required data is captured accurately.

Qualifications

Experience:

- 2+ years in a similar operations and customer-facing support role (healthcare experience preferred).

Skills & Abilities:

- Strong written and verbal communication skills in English.

- Excellent organizational skills with meticulous attention to detail.

- Ability to learn quickly and adapt to changing priorities.

- Demonstrated track record of process improvement and SOP creation.

- Proficiency in Google Workspace (Sheets, Docs, Gmail, etc.), and strong data entry skills.

Preferred Experience:

- Prior experience in a US mental health or medical setting.

- Familiarity with Electronic Medical Record (EMR) systems, scheduling tools, and customer service platforms.

- Knowledge of health insurance processes and patient intake workflows.

Key Attributes

- Customer-Centric: A passion for delivering a top-notch patient experience, providing empathetic support, and ensuring patient satisfaction.

- Agile Problem-Solver: Thrives in a fast-paced environment and is comfortable shifting gears across multiple tasks and priorities.

- Collaborative Team Player: Excels at working cross-functionally and building relationships with both internal teams and external stakeholders.

- Process-Oriented: Enjoys creating order out of chaos, documenting processes, and finding efficient ways to handle recurring tasks.