Clinical Operations Associate

Who we are

We are witnessing a silent pandemic of mental and behavioral health disorders among children and young people. Today, 1 in 5 children in the U.S. has a diagnosable mental health disorder, yet about half of those who need care never receive it from a behavioral health provider.

At Handspring, we’ve set out to rebuild this system from the ground up. We are a team of diverse, mission-driven, and passionate individuals dedicated to making quality mental healthcare accessible to all young people. Our mission is to make high-quality mental healthcare more accessible for all children, young adults, and families.

Handspring is a virtual mental health clinic for children, teens, and young adults. We are dedicated to transforming mental healthcare for families through high-quality, accessible virtual therapy.

About the role

We’re hiring a Clinical Operations Associate based in the Pacific Time Zone.

This is a unique opportunity to join an early stage, mission-driven organization dedicated to transforming behavioral healthcare for young people. You will be an integral part of the Clinical Operations team, and work directly with our Clinical Services teams. 

In this role, you will serve as a vital bridge between families seeking care and our clinical team. You'll play a pivotal role in supporting the delivery of high-quality, efficient care by managing operations, enabling technology, and optimizing internal workflows. 

We are looking for a proactive and organized generalist who is eager to support cross-functional systems that improve care for children, teens, young adults, and families. The right candidate is tech-savvy and comfortable resolving support issues, answering questions, and writing clear process documentation. You're excited to be part of our mission and ready to jump in wherever you're needed.

What You’ll Do

Day-to-day responsibilities will include, but not be limited to:

Cross-Functional Operations & Family Support

• Act as the first-line operations partner for families and our care team, ensuring seamless coordination and communication

• Help families navigate patient portals, tech tools, forms, and communications portals to access timely care

• Triage non-clinical requests and route them appropriately to care team members

• Support insurance-related processes such as claims troubleshooting and benefit verifications

• Manage patient intake as needed during periods of high volume or when additional support is required

Clinical Systems & Technology Enablement

• Maintain and improve Handspring’s digital operations infrastructure, including scheduling system, provider & patient portals, and EHR platform

• Assist with implementation and ongoing optimization of clinical and technology systems

• Serve as a contact for operations/tech issues related to clinical systems; escalate as needed

• Collaborate with clinical services and product to develop workflows and process improvements

Training & Quality Enablement

• Support new provider onboarding

• Collect and synthesize feedback from care providers and families to inform operational updates

Who we’re looking for

• You've done this before! You have 3+ years of direct experience in a clinical operations position at an early-stage, digital health company

• You are excited about being part of an early-stage, mission-driven healthcare organization

• You are interested in working in a team-oriented, dynamic work environment. You work seamlessly across teams - technical, clinical, and operational. Whether it’s a family or provider, you know how to tailor your message and get things done

• You’re detail-oriented, organized, and thrive in fast-moving environments. You thrive in dynamic environments, excel at managing multiple priorities independently, and bring calm, clarity, and focus to fast-moving, evolving team settings

• You're resourceful and adaptable. When you don’t know something, you figure it out. You ask smart questions, use the tools around you, and see challenges as a chance to grow. You're a resourceful problem-solver who moves quickly to understand and resolve issues

• Communicate clearly and efficiently with families, care team members, intake coordinators, and operations and product teams, tailoring your approach to each audience

• You're comfortable navigating systems like CRM platforms, Zoom, Slack, Notion, GSuite, EHRs, and patient and provider portals

Position Details

• Full-time, remote position

• You must be based in the United States and have U.S. work authorization

• Must be based in the Pacific Time Zone

• The salary range is $70,000 - $72,000, plus equity

Benefits

• Generous PTO: 15 days (year 1), 20 days (year 2), 25 days (year 3 and after)

• Plus, 7 paid flex days per year, primarily intended for sick time - though up to 3 may be used for religious holidays, volunteering or other personal needs

• 12 paid company holidays

• Competitive medical, dental, and vision insurance options

• Company-provided laptop device and work from home support

• 401k Program

We kindly ask that you don’t reach out to team members. We’ll reach out to candidates as we move through the review process.