Eden Health
Eden Health provides convenient, tech-enabled primary and mental health care.
New York, NY

Director, Operations, Specialty Care

| Greater NYC Area
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About Eden Health
Eden Health is a nationally recognized medical practice on a mission to create a world where every person has a relationship with a trusted healthcare provider. Working with employers across the country, Eden Health offers employees 24/7 digital care, same-day in-person primary care, mental health services, physical therapy, and benefits navigation. The Eden Health team is driven by a patient-centric approach, delivering relationship-based collaborative care. With this model, our clients have healthier workforces, increased productivity, and reduced healthcare costs. We are committed to diversity, equity, and integrity, and our teams reflect this. Our hope at Eden Health is to create an environment where each person can do the best and most important work in their careers.

What you will be doing
We are seeking two Operations Directors to join our Specialty Care teams and lead Clinical Operations Strategy and WorkForce Management, one for Mental Health and one for Physical therapy. 

As an Operations Strategy Director on the Mental Health or Behavioral Health team, you will be on the front lines of delivering best-in-class patient care by building and managing high-performing, highly efficient operations. In a high-growth startup with strong demand for scale-up of behavioral health services, you will help ensure consistent quality and compliance while enabling expansion of services across the country.

You will work closely with clinical staff and operations staff to set standards, monitor, and deliver high quality daily services. You will also look at a broader view of the future, designing opportunities to improve efficiency and effectiveness, whether these are policies, procedures, tools, or documentation. You will help design and take responsibility for hitting goals on utilization of clinical services, capacity of clinical staff to serve, and performance quality. In a company that is redefining patient experience using a technology-forward approach to healthcare, you will continuously improve our approach, workflows, and tools, and immediately address any issues that arise. Your success will center around the careful balance and constant optimization of scalability, timeliness and quality of our day-to-day operations.

This is a full-time, fully remote position that can be located anywhere in the US and includes management of direct reports. This role will report to the General Manager of Behavioral Health. This is an excellent opportunity for a data-focused critical thinker with experience managing care delivery services, who is excited to create healthcare services that delight patients and customers. 

What success looks like

  • Provide leadership expertise to ensure all patients receive high-quality, efficient care.
  • Optimize capacity and utilization of clinical staff in delivery of behavioral health services, including staffing, scheduling, and workflow implementation
  • Build models and tools to ensure we staff to meet patient needs
  • Serve as the point person to plan for scale-up for new customers or geographic regions based on the right balance of actual and forecasted demand
  • Refine daily utilization metrics, work with data and engineering teams to instrument measures, and continuously monitor and optimize our operations
  • Partner with the General Manager to design, trial, and scale novel behavioral health services
  • Identify open needs in products, processes or staffing and collaborate cross-functionally to prioritize and deliver both quick and longer term wins, then communicate and train on these updates
  • Work closely with all clinical team members within mental health or physical therapy, as well as across teams with primary care clinicians, healthcare navigators, and operations and technology staff
  • Support the operations associate in identifying opportunities for process or tool improvement, and helping with daily tasks if necessary
  • Update policies and workflows to improve care or ensure compliance, beginning by identifying open needs and ending with clear documentation, training, and monitoring
  • Collaborate with clinical managers to design metrics and systems for performance management, creating an approach and culture of continuous learning and improvement
  • Quickly address issues raised by providers, patients or buyers to ensure effective and efficient care delivery that continuously meets or exceeds standards
  • Take responsibility for behavioral health service SLAs and quality targets
  • Serve as the point person for operations needs or questions related to behavioral health
  • Engage in direct patient communication as needed, for example to follow up on any complaints or challenges reported in our satisfaction assessments
  • Within 6 months of joining the team, manage a small team of operations associates and help to plan team growth as we scale.

What you will bring

  • 5+ years experience managing fast-growing healthcare delivery services, including forecasting capacity, predicting changes in staffing needs, designing flexible staffing models, and monitoring service quality 
  • Proven aptitude for improving processes and tools to improve scalability, efficiency and quality
  • Deep comfort with numerical analysis, with willingness to manually dig into trend analysis as well as help data analysts design more automated tools
  • Adept at turning data analysis into effective action plans, and creative approach to identifying the metrics that truly get to the root of the value your team provides
  • Energized by delivering concrete, measurable improvements, by enabling team members to collaborate cross-functionally, and by delighting customers and patients
  • Desire to be a leader in a fast-moving startup and rapidly scale services, coupled with a comfort pioneering a trail into the unknown where it’s hard to predict demand
  • Obsession with watching the numbers to be the first person to catch issues or downward trends and solve them before they are noticed by patients, customers, and providers
  • Excellent verbal and written communication skills with a passion for clear documentation and consistent cross-team communication, including experience communicating insights through data with senior-level executives
  • Comfort working continuously through technology, such as video conferencing, shared spreadsheets and documents, wikis, and tools for analytics, financial and business intelligence.
  • Strong attention to detail in a fast-paced company that relies on timely delivery
  • Adaptability to creating and learning new workflows, tools, and team structures
  • Comfort working independently and being part of a remote, distributed team
  • Personal passion to care for patients and approach your work and collaboration with humor, joy, and emotional intelligence.

Why Eden Health?

  • Remote first company and culture 
  • Series C Healthtech startup with a mission-driven team that's passionate about helping every person have a relationship with a trusted healthcare provider
  • Competitive salary and equity compensation package
  • Medical, dental, and vision insurance and commuter benefits
  • Dedicated Culture Committee led by CEO
  • Learning and development budgets to help you grow and bond with your team 
  • Positive, inclusive, supportive culture cheering you on your journey
  • Strong and quickly growing client base of America’s leading employers

Eden Health is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Please note: Eden Health interview requests and job offers only originate from edenhealth.com email addresses (e.g. [email protected]). Eden Health will never ask for bank information (e.g. account and routing number), social security numbers, passwords, or other sensitive information to be delivered via email. If you receive a scam email or wish to report a security issue involving Eden Health, please notify us at: [email protected]edenhealth.com.

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Where we are

101 Greenwich Street, New York, NY 10006

Technology we use

  • Engineering
    • TypescriptLanguages
    • ReactLibraries
    • ClojureFrameworks
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What are Eden Health Perks + Benefits

Eden Health Benefits Overview

-Competitive salary, commission and equity compensation packages
-Great benefits including medical, dental and vision insurance
-Free Eden Health membership
-401K
-Commuter benefits
-Generous PTO policy
-Monday and Friday lunch stipends

Culture
Friends outside of work
Eat lunch together
Intracompany committees
We have a Culture Council that is focused on strategically thinking through and implementing events, specifically for a remote workforce.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
We conduct annual Anti-Harassment and Unconscious Bias Training company-wide.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We use Jumpstart to enable our Talent team to find and hire diverse talent.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
We use Guideline to administer our 401K
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Eden Health also provides 12 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Eden Health provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Eden Health employees receive between 20 and 30 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Home Office Stipend for Remote Employees
We offer a $300 stipend to support employees working from home.
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $2000 annually for continuing education.
Time allotted for learning
Customized development tracks

An Insider's view of Eden Health

What's something quirky about your company?

We have a quirky way of taking company-wide meetings to another level. We've gone so far as to recreate an entire episode of Hot Ones with our CEO in the hot seat. We love celebrating big wins with over-sized champagne bottles paired with local pizza - it's an extraordinary pairing!

Chris

Director of Business Development

How do you collaborate with other teams in the company?

As a healthcare provider, the opportunity to collaborate with team members across diverse roles and backgrounds has been crucial to delivering high quality care. To improve patient engagement, we work with the Marketing and Customer Success teams to find innovative ways to reach our patients and empower them to take control over their health.

Mariella

Physician Assistant

How does the company support your career growth?

Eden Health has been a great place to grow. I've had lots of opportunity to work in a diverse set of roles and my colleagues have always been there to support me. Our culture of kindness, candidness and transparency has created a place where I get to see my colleagues grow with me as we take on new challenges and build the future of the company.

Sal

Senior Full-Stack Software Engineer

What is your vision for the company?

We want everyone to have a multidisciplinary care team that is accessible in ways that make the most sense for their life. We are modernizing the delivery of medicine, mental health, and navigation services by providing sophisticated technology to give providers and patients superpowers so that the road to health and wellbeing is a smooth one.

Scott

Co-founder and Chief Product Officer

What are some social events your company does?

We have a Culture Council consisting of volunteers across different departments in our organization. Each month, two volunteers from the Culture Council manage end-end execution of that month's event.

Megan

Manager, Talent

Jobs at Eden Health
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About Eden Health Eden Health is a nationally recognized medical practice on a mission to create a world where every person has a relationship with a trusted healthcare provider. Working with employers across the country, Eden Health offers employees 24/7 digital care, same-day in-person primary care, mental health services, physical therapy, and benefits navigation. The Eden Health team is driven by a patient-centric approach, delivering

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About Eden Health Eden Health is a nationally recognized medical practice on a mission to create a world where every person has a relationship with a trusted healthcare provider. Working with employers across the country, Eden Health offers employees 24/7 digital care, same-day in-person primary care, mental health services, physical therapy, and benefits navigation. The Eden Health team is driven by a patient-centric approach, delivering