United States onlyAt Two Chairs, we’re building a world where everyone has access to exceptional mental health care. We’ve brought together a remarkable team at the intersection of clinical care, design, and technology to change the way people find therapists who can help them. We’re united by our personal experiences with the mental health care system and a desire to build a better one for everyone. With that, we're excited and honored to have been recognized as a 2024 Great Place to Work and one of the 2023 Bay Area Best Places to Work.
Diversity, equity, and inclusion are the principles guiding how we build our business and teams. We encourage interested candidates from diverse backgrounds to apply even if they don't think they meet every expectation of the role.
About the roleAs a Care Operations Coordinator, you will design, build, and operate processes to help us scale our clinical therapy team. In this role, you will work cross-functionally with Product, HR, Clinical Care, and Finance to support our clinicians. If you are execution focused, a quick learner, great at communication, and passionate about scaling business processes to expand access to exceptional mental healthcare, we want to hear from you!
You'll be responsible for answering questions from therapists, improving existing processes, creating new processes, and executing workflows to allow our clinical team to focus on clinical care.Core Areas of Responsibility
- Therapist support 50%
- Respond to therapist questions in Zendesk
- Loop in other teams where appropriate
- Report on ticket themes and propose next steps to address problem areas
- Write and update support articles
- Operations 40%
- Manage therapist recognition program
- Update therapists’ schedules of availability
- Approve payroll entries
- Set up new clinician accounts
- Present data on processes you run
- Project work 10%
- Identify workflows that are missing or could be improved
- Work with cross-functional partners to design and implement new processes
Impact and Success Indicators
Where you’ll make an impact in the first 90 days:
- Manage our Zendesk queue
- Take over process execution for schedules and other processes
Where you’ll make an impact in the first year:
- Help us launch our new clinician help center
- Design improvements to 1-2 existing processes
You’ll be successful if you have:
- Experience in an operations or support role, preferably in a tech or healthcare setting
- Demonstrated experience learning new tools, monitoring and optimizing business metrics, and building/iterating operational processes
- Experience working on cross-functional projects and creating professional communications
- Experience answering inquiries in Zendesk or similar support software
- Strong business analytical skills, with technical expertise in Excel and/or Google Sheets; experience with SQL and/or Looker a plus
- A data-driven, results-oriented approach to problem solving
Perks & Benefits
To support you at work, we offer some fantastic perks and benefits that reflect our mission of self-care and support, including:
- PTO program, including a Winter Office Closing: Christmas Day (Observed) through New Year's Day
- Comprehensive medical, dental, and vision coverage
- One-time $200 Work from Home reimbursement
- Annual $500 professional development stipend to support your professional development
- Annual $500 subsidized company contribution to your healthcare FSA
- Annual $500 wellness stipend to encourage and support a well-rounded and healthy lifestyle
- Paid parental leave
Please stay alert to protect yourself from sophisticated job scams during the recruiting process.
Only emails that come from twochairscareers.com or twochairs.com are legitimate recruiting messages. Our People Team will not send emails from other domains, or message you using WhatsApp or text messaging in the initial stages. We conduct all interviews by phone or Google Video, and we will never ask you for money or to download software.
More tips from the FTC to avoid job scams: https://www.consumeraffairs.com/news/ftc-offers-tips-on-avoiding-job-scams-041321.html
