Head of Care Operations

Fort Health is a child and adolescent mental health company that is on a mission to “Opening more paths to better care for more families”. Today, 50% of children in the US with a mental health issue do not receive care, and 60% of US counties do not have even a single practicing psychiatrist. This is a massive area of need, impacting 17M children in the United States with a market size greater than $50B.

Our vision is to create an integrated set of support resources to understand, assess, diagnose and treat mental health challenges through digital tools and access to virtual clinicians.  We are partnered with the industry leading child psychotherapy non-profit institution in the US, the Child Mind Institute,  who is helping us build clinical protocols, train our providers, and create proprietary content. Our motto is: ‘We Are Stronger Together’ and our model is to partner with pediatricians, insurance plans, and parents/caregivers to open more paths to better mental health care for more children and adolescents.

Position Overview:

We are seeking a Head of Care Operations to join our leadership team at Fort Health.  You will work directly with the CEO, CMO and Clinical Director to build, improve and scale the end-to-end clinical care operations functions for the company. You will lead programs and administrative processes that support care service delivery, efficiency, and process improvement.  This role is an “agility player” role and you will tackle ambiguity, perform analysis, create actionable recommendations and work cross-functionally with teams across the company to execute on initiatives.  You will lead a team of care navigators and work closely with the clinical team to scale our infrastructure, as well as the product and growth teams to build out capabilities for effective operational processes at scale. This is a key leadership role that will be given a lot of autonomy and responsibility and we are looking for someone who is excited to roll up their sleeves and lead by example.

This is a fully remote position within the US. The base salary range for this role is $160,000 to $190,000 annually, commensurate with experience and qualifications. In addition to the competitive salary, we offer equity compensation, providing an opportunity to share in the success and growth of our company.

What you will do:

• Own and continue to build out the Clinical Care Operations function end-to-end focused on patient outcomes, patient experience, patient retention and key financial metrics.
• Work closely with our Clinical Director and CMO to seamlessly support families from initial contact through to discharge and service payment, helping to reconcile people, process or tool gaps.
• Manage our care navigator team and improve our processes for working with pediatricians, families, patients and internal clinicians.
• Drive our demand management and workforce management processes, building out scheduling processes, opportunities for automating scheduling and driving initiatives to improve scheduling efficiency.
• Develop the clinical capacity model and track clinical capacity weekly to help inform hiring strategy.
• Develop clinical care operations reporting, and track and communicate metrics and develop initiatives for improvement.
• Develop and implement operational policies and procedures to ensure that the company runs efficiently and effectively.
• Ensure that our operations are in compliance with all regulatory requirements.

Who you are:

• Minimum 5-years of experience in managing call center operations (Director level and up).
• Prior experience in a VC backed healthtech operations and/or start-up (preferred).
• You have a demonstrated ability to navigate ambiguity, innovate in tricky situations, and pivot quickly.
• Data oriented decision maker who is able to interpret analytical results and put action plans in place.
• Problem-solver focused on improving and redefining the experiences for our clients and families.
• Knowledge of healthcare regulations and compliance requirements, ideally specific to Behavioral Health.

Why Join Us?

• When you join Fort Health, you are joining a company whose culture is distinctive and inclusive. We will accelerate your development as a leader to create positive, enduring change in the world.
• Competitive compensation plus equity, and benefits package.
• Flexible paid time off including paid company holidays and mental health days.
• 1 Paid week of company-wide shutdown between Christmas and New Year’s Day.
• Periodic team retreats to foster team bonding and strong company culture.
• Ability to be part of a startup and help build a new treatment model.
• Collaborative and supportive mission-oriented work environment.

Fort Health is a proud Equal Opportunity Employer – we recruit, train, compensate and promote our team members based on qualifications. We know how important it is not only to include, but to actively seek out a diversity of opinions and voices.

We want to hear from you regardless of your race, religion, national origin, sex, gender identity, sexual orientation, disability, age, veteran status, or any other applicable legally protected characteristics.