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Talkiatry · 4 weeks ago

Senior Manager, Patient Access Operations

New York, NY

Full-time

Hybrid

Senior Level

$110K/yr - $130K/yr

7+ years exp

Talkiatry is a national mental health practice seeking a Senior Manager, Patient Access Operations to enhance the patient experience. The role involves leading operations to improve patient access to mental healthcare while overseeing coordination functions and managing teams to optimize workflows and drive performance.

Health CareMedicalMental HealthmHealthWellness

Responsibilities

Champion the new patient journey by designing and overseeing each step of the funnel – from first touch point (online assessment) through first appointment – to ensure a seamless, reliable experience

Own and optimize the Patient Care Coordinator (PCC) conversion stage of the new patient funnel, partnering cross-functionally to ensure seamless handoffs and strong performance across adjacent steps

Identify and remove barriers to care through process redesign and more effective outreach tactics, partnering with Product and Operations leadership to implement technology and automation improvements

Pilot, measure, and scale initiatives that improve access, adherence, and retention while reducing cancellations and no-shows

Independently analyze operational data and performance trends to identify opportunities for improvement, refine workflows, and elevate patient experience outcomes

Lead and mentor managers overseeing the Intake, New Patient Call Center, and Growth frontline PCC teams, ensuring coordination and alignment across all patient access functions

Own conversion metrics and drive accountability for performance and quality across both onshore and offshore PCC teams

Cultivate a culture of empathy, ownership, and continuous improvement

Empower frontline teams through training, coaching, and development programs that foster consistent excellence in patient engagement

Collaborate cross-functionally with Operations and Tech teams to ensure smooth handoffs and unified goals

Communicate performance updates, trends, and opportunities to senior leadership clearly and proactively

Design scalable systems and PCC workflows that maintain service quality as Talkiatry continues to grow

Implement and optimize tools (e.g., Genesys, ServiceNow) to enhance team efficiency and patient responsiveness

Develop and maintain performance dashboards and reporting frameworks – working with analytics partners as needed but owning day-to-day analysis of metrics and trends

Lead experimentation and continuous improvement efforts in partnership with Product, Analytics, and Operations teams to drive sustainable gains in efficiency and patient satisfaction

Manage vendor partnerships to ensure alignment with Talkiatry’s standards for quality, performance, and patient care

Qualification

Operations managementData analysisTeam leadershipServiceNowGenesysStakeholder managementEmpathyCross-functional collaborationCommunication skillsPresentation skills