Staffing and Operations Coordinator

About the Company

Ember Health is a fast growing organization on a mission to expand access to effective, evidence-based, and compassionate care for people living with depression. 

We deliver IV ketamine treatment in safe, medically supervised clinics accompanied by a carefully curated therapeutic experience and led by a team of the highest caliber. We are proud to be the leaders in the space, as the holders of the largest data set on IV ketamine for depression in the country and setting a new goal for what’s possible, with 85% of our patients reporting real symptom relief. 

We’re building a best-in-class model by leading with evidence, designing for optimal patient experience and outcomes, and partnering with a large ecosystem of mental health providers. We live our values by operating with the highest degree of integrity, compassion, and excellence. 

We’re growing intentionally, carefully building a team of talented, professional and dedicated individuals who are excited to shape the future of mental health.  Each member plays an integral part of creating and leading a truly transformative solution in the field of mental health.

To learn more about ketamine for depression, you may visit our frequently asked questions and reference external resources we’ve organized on the topic.

About the position

As the Staffing & Operations Coordinator, you will play a vital role in ensuring optimal clinical coverage by managing staff scheduling across our clinics, as well as providing help desk style operational support to our team members. You’ll be the central point of coordination for shift planning, last-minute adjustments, and staffing optimization, balancing operational, patient, and team needs and preferences. You’ll also provide general support to our team by answering their questions and providing assistance on operational and technical matters (troubleshooting, sharing standard operating procedures, basic technology support, etc.).

You’ll help continuously improve Ember’s systems and processes to provide exceptional support and staffing outcomes. This role requires strong problem-solving skills, attention to detail, a customer-service orientation, and proactive communication with central and clinic team members. Your impact will be felt across the organization through improved efficiency and effectiveness, as well as patient care continuity. This role will provide broad exposure to nearly all aspects of operating a rapidly growing best-in-class care delivery business at the leading edge of mental health care.

Responsibilities

Scheduling & Shift Coordination

• Organize pre-planned coverage for full time team members, as well as staffing for Ember’s growing evening program
• Coordinate real-time coverage and shift adjustments in response to call-outs, emergencies, or changing operational needs
• Manage clinic schedules to ensure adequate provider and support staff coverage across all sites
• Monitor staffing patterns and proactively identify and help resolve coverage gaps
• Participate in the off-hours coverage coordination rotation for ~1 week per month, managing the off-hours (mornings and evenings) response to call-outs during the designated week(s). This currently averages 1-2 call outs per week.
• Support the design and implementation of tools, workflows, and systems that improve scheduling efficiency and effectiveness
• Track staffing data and metrics to inform staffing strategies and clinic operations decisions

General Operational Support

• Serve as the first point of contact for internal team members seeking help desk–style support
• Troubleshoot and resolve common technical issues, including login problems, password resets, device setup, and basic application errors
• Triage incoming support requests, resolving straightforward issues independently and escalating more complex problems to appropriate team members when needed
• Locate, interpret, and share relevant standard operating procedures (SOPs), policies, and internal documentation to help team members work efficiently
• Assist with basic facilities-related requests such as access issues, equipment needs, and coordination with building management or vendors
• Maintain accurate records of support requests, resolutions, and recurring issues to help improve processes and documentation over time
• Support onboarding and offboarding activities by helping set up accounts, access, and equipment for team members
• Communicate clearly and empathetically with team members, prioritizing responsiveness and a positive support experience
• Identify recurring issues and suggest improvements to tools, workflows, or documentation to reduce future support needs

Attributes

• You are mission driven. You are motivated to help change mental health paradigms and serve as an excellent ambassador for a cause you believe in.
• You are systematic. You derive pleasure from creating order, and checking things off your list. You take pride in a beautifully crafted schedule that incorporates individualized considerations.
• You are a proficient problem solver. You enjoy working through complex issues and thinking creatively when faced with novel challenges.
• You are eager to learn. You seek out opportunities to expand your knowledge of clinical operations and have a desire to learn about all aspects of running a care delivery business.
• You are a skilled communicator. You’re both a great listener and an effective speaker and writer, ranging from communicating critical information in emergent situations to proactive problem solving topics.
• You are thoughtful. You can anticipate the needs of the clinical teams and business and are committed to proactively creating a supportive environment for all.
• You are reliable. You consistently show up for work on time and can be counted on by your team.
• You have great professional integrity. You take ownership over your work, ask for help when you need it, and are committed to your own growth and development.

Experience

• Prior experience in an administrative / operational role preferred
• Prior responsibilities managing dynamic schedules and calendars preferred
• Experience or genuine interest in healthcare desired
• Bachelor’s degree required; business, engineering, or related fields preferred, or equivalent experience demonstrating strong analytical and operational skills

Why the Role is Compelling

The Staffing & Operations Coordinator for Ember Health sits at the heart of clinic operations, directly influencing the quality and consistency of patient care. You’ll have the opportunity to solve real-time challenges, drive improvements in systems, and collaborate closely with both clinical and operational teams across the organization. This role offers a unique blend of analytical thinking, human-centered coordination, and generalist problem-solving. It’s an ideal position for someone who is eager to learn, thrives in dynamic environments, and wants to make a tangible impact on care delivery every single day.

Compensation Package and Benefits

The annual salary for this role is $70,000. In addition to salary, Ember Health provides all full time employees with guaranteed 401K contributions and bonus 401K contributions based on enterprise performance. The total amount contributed to your 401K will be 3%-10% of your annual salary. All full time employees with Ember Health are eligible for healthcare benefits (including vision and dental), 18 days of paid vacation (with tenure-based annual increases), 7 paid holidays, dedicated sick time, and a host of other benefits to ensure personal wellbeing.

This is a full-time opportunity based in Brooklyn Heights, NYC, with the opportunity for a flexible, hybrid workplace model.