# Operations Manager, Therapy Program

**Company:** [Talkiatry](https://hotfix.jobs/companies/talkiatry)
**Location:** New York, NY
**Role:** Business Operations
**Salary:** $100k – $125k/yr
**Experience:** 5+ years
**Skills:** SQL, servicenow, genesys, Workflow Automation, Process Improvement, Data Analysis, Dashboarding, Performance Management, patient access, scheduling operations
**Posted:** 2026-08-11

> Leads the operational team and workflows that convert therapy referrals into completed care, improving access, scheduling, retention, and patient experience. Requires 5+ years of operations management experience, team leadership, strong analytics, cross-functional collaboration, and a bachelor’s degree.

## Job Description

## Responsibilities

### Patient Access & Operational Excellence
- Oversee and continuously improve the therapy referral-to-care journey, ensuring patients connect to therapy seamlessly and promptly.
- Build and refine workflows supporting patients from referral through their first appointment.
- Identify referral-funnel friction and partner cross-functionally on process and technology solutions to improve conversion, adherence, and retention.
- Drive initiatives that expand therapy access, improve scheduling efficiency, and reduce cancellations and no-shows.
- Use data and insights to measure impact and drive continuous improvement across key performance metrics.

### Team Leadership & Development
- Lead and develop a high-performing offshore Patient Care Coordinator (PCC) team managing the therapy referral pipeline.
- Set goals, establish accountability, and coach team members to deliver excellence in patient engagement and conversion.
- Foster empathy, ownership, and continuous improvement.
- Collaborate with Quality, Training, and Workforce Management partners to ensure consistent service quality, efficiency, and scalability.
- Manage feedback loops and communication rhythms connecting frontline work to organizational priorities.

### Reporting & Scale
- Design scalable operational processes that maintain quality as the therapy program expands.
- Develop and maintain dashboards and reporting frameworks for therapy referral conversion, quality-assurance adherence, and patient satisfaction.
- Leverage ServiceNow and Genesys to improve workflow automation, team efficiency, and patient responsiveness.
- Lead pilot programs validating process improvements within the therapy referral funnel and scale successful improvements.
- Lead operational stand-up for new therapy lines of business, including Group Therapy, by designing workflows and piloting manual execution before tooling is scaled.
- Translate pilot learnings into product requirements and organize PCC teams to execute manual processes as new lines of business launch.
- Communicate insights, trends, and opportunities to Core Operations leadership to support data-driven decisions and long-term scalability.

## Requirements

- 5+ years of experience in operations management, ideally in healthcare, patient access, or customer service environments.
- Proven success leading onshore or offshore operational teams.
- Strong analytical and problem-solving skills; SQL proficiency is a strong plus.
- Demonstrated ability to translate data into clear actions and optimize performance.
- Experience with ServiceNow, Genesys, or similar operational platforms preferred.
- Demonstrated ability to drive process improvement and deliver measurable results.
- Excellent stakeholder management and cross-functional collaboration skills.
- Bachelor’s degree required.

## Compensation & Benefits

- $100,000–$125,000 annual salary.
- Medical, dental, and vision insurance effective on the first day of employment.
- 401(k) with company match.
- Generous paid time off and paid holidays.
- Paid parental leave.
- Learning and career development opportunities.

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