Senior Manager of Patient Access Operations, Talkiatry
$110-130k
+ Up to a 10% performance bonus
Personalized mental healthcare provider
Be an early applicant
Personalized mental healthcare provider
201-500 employees
Be an early applicant
$110-130k
+ Up to a 10% performance bonus
201-500 employees
Company mission
To transform psychiatry with accessible, human, and responsible care.
Role
Who you are
- 7+ years of operations management experience; experience leading front-line intake, sales, or customer service teams preferred
- Proven success managing onshore and offshore teams at scale (100+ headcount), consistently achieving metric and budget goals
- Strong analytical capabilities with a focus on performance and process improvement
- You’re comfortable independently analyzing large data sets, building reports, and surfacing actionable insights using Excel and basic SQL
- Experience with ServiceNow, Genesys, or similar operational platforms preferred
- Demonstrated success collaborating cross-functionally with Product, Technology, and Operations teams to improve system capabilities
- Experience managing vendor relationships and ensuring alignment with performance and service standards
- Exceptional communication, stakeholder management, and presentation skills
- Bachelor’s degree required
What the job involves
- Talkiatry is seeking a Senior Manager, Patient Access Operations to shape the future of our new patient experience
- In this high-impact role, you’ll lead the engine that helps people take their first step into care – ensuring every introduction to Talkiatry is seamless, supportive, and efficient
- You’ll rely on data to diagnose bottlenecks, test new tactics, and drive measurable improvements across the new patient journey
- You’ll oversee intake, outreach, and new patient coordination functions, optimizing how we connect thousands of patients to care each month
- This is more than an operations role, it’s an opportunity to redefine how patients access mental healthcare at scale through innovation, empathy, and relentless focus on performance and outcomes
- We’re looking for a leader who combines operational excellence with strategic vision
- You’ll manage onshore and offshore teams, refine workflows for both inbound and outbound patient interactions, and lead pilot initiatives that test and scale new approaches to patient activation and engagement
- Success in this role means building processes that drive both conversion and care continuity – while elevating the human experience at every step of the journey
- 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
Our take
Awareness of the importance of mental health is growing worldwide, with many people seeking psychiatry to improve their mental wellness and quality of life. However, psychiatrist waiting lists and a "one size fits all" approach to mental health often prevent people from receiving the support that they need.
Talkiatry provides a personalized mental health marketplace, matching users with in-house psychiatrists based on preliminary assessment answers. Whilst the company inevitably faces competition from other online psychiatry marketplaces, Talkiatry shows the potential to stand out through its personalized, flexible, and insurance-first approach.
Healthtech is growing in strength, and with various partnerships and substantial funding to its name, Talkiatry is poised for future success. As the company continues to innovate and scale, the future looks bright for this company in the evolving healthcare landscape.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2024
$65m
SERIES C
Jul 2022
$75m
SERIES B
Total funding: $198m
Company benefits
- Flexible location: Work remotely across the US or from our HQ in NYC
- Health insurance 100% covered on day one
- 401(k) match with match
- Generous PTO plus paid holidays
- Paid parental leave
Company HQ
Chelsea, New York, NY
Leadership
Robert Krayn
(Co-Founder & CEO)Experience as an Analyst for BNY Mellon from 2012 to 2013 and Guggenheim Partners from 2013 to 2014. Vice President of MidOcean Partners from 2014 to 2019.
Georgia Gaveras
(Co-Founder & Chief Medical Officer)Previously the Director of the Comprehensive Psychiatric Emergency Program at NYC Health + Hospitals. They were also an Attending Psychiatrist at Cohen Children's Medical Center and spent 10 years at Mount Sinai Health System as an Attending Psychiatrist and Director.
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