Senior Manager - Patient & Family Operations

About Us

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based care, increasing engagement in treatment, and improving treatment outcomes. We are doing this by combining research-backed clinical care and innovative technology to eliminate the major problems with care today: difficulty finding providers, months of waiting to be seen, arduous onboarding processes, and inconsistent use of evidence-based therapies and outcomes tracking. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

Team InStride Health: Our Core Values

• Give Heart: We lead with heart, treating patients and their families the way we want our loved ones to be treated. 
• Work Smart: We find smarter ways to solve hard problems and fix the broken mental health system by leveraging technology, diversity of thought, and innovation.
• Have Humility: We leave our egos at the door, empowering our team to collaborate, celebrate diversity, and adopt a growth mindset.
• Embrace Community: We all belong. We are in this together, and we never worry alone. We believe in each other and recognize that every voice matters.

About the Role

At InStride, we believe access to compassionate, effective behavioral health care should be simple and supportive from the very first interaction. We’re looking for a thoughtful, strategic, and empathetic Senior Manager to lead the team that serves as the front door to our care. Blending service-oriented leadership with operational oversight, this role drives patient enrollment and access through seamless navigation and insurance coordination.

You’ll lead a team that supports prospective patients through intake and enrollment and ensure timely access to care by coordinating benefits and authorizations. As a key advocate for patients, you’ll work cross-functionally with clinical, administrative, and operational teams to streamline and continuously improve the journey to care. You’ll foster a culture of empathy, accountability, and operational excellence, ensuring every patient and family feels heard, supported, and empowered from day one.

Responsibilities:

• Leadership and Team Management:
• Lead, mentor, and manage a team to create a culture of collaboration, empathy, and continuous improvement.
• Serve as a change champion through a continuously evolving organizational landscape. 
• Provide ongoing performance management through weekly 1:1 meetings, mid- and end-of-year performance reviews, and regular metrics and caseload reviews.
• Conduct daily team huddles to review priorities, remove roadblocks, and support team success.
• Partner with HR to recruit, onboard, and develop new hires.
• Patient Navigation and Access:
• Become a subject matter expert in InStride’s clinical programs to support your team in guiding patients and families through every step of the intake journey.
• Act as a key point of support for complex family concerns, insurance challenges, and other barriers to care.
• Ensure that patients are not only supported emotionally, but that logistical hurdles like insurance verification and prior authorizations are resolved with speed and care.
• Operational Excellence and Collaboration:
• Monitor key performance metrics and identify areas for improvement to drive enrollment and timely access to care. 
• Collaborate with clinical, finance, and operations teams to ensure a smooth handoff from intake to treatment.
• Develop, document, and maintain scalable, compliant workflows rooted in patient-centered care.
• Quality Assurance and Compliance:
• Oversee documentation standards to ensure all interactions are timely, accurate, and compliant with regulatory and internal policies.
• Regularly audit patient and family interactions and insurance workflows to uphold quality and service excellence.
• Create and implement quality assurance measures that reflect the dual focus of this role: compassionate family support and accurate, timely administrative execution.
• AI-Enabled Operational Innovation:
• Partner with internal stakeholders to identify opportunities for AI-driven solutions that streamline onboarding workflows and administrative operations.
• Monitor and administer AI tools (e.g., automated chatbots, predictive analytics, documentation support) to improve team efficiency, reduce manual workload, and enhance the patient and family experience.
• Collaborate with technical and product teams to provide feedback and help refine AI capabilities, contributing to InStride’s broader technology strategy and commitment to scalable, human-centered care.

What You Need to Succeed in the Role:

• 5+ years in a healthcare setting, with experience managing teams in patient access, customer service, or insurance operations.
• Experience implementing process improvements, scaling workflows, or leading change in a fast-paced, high-growth environment.
• Comfortable navigating CRM systems, EHR platforms, and virtual care tools to support team efficiency and patient experience.
• Experience with insurance workflows (e.g., insurance verification, eligibility checks, prior authorizations).
• Deep empathy and passion for supporting patients and families navigating mental health care.
• Comfort using data to manage performance and drive improvements.
• Excellent communication and problem-solving skills, with a collaborative mindset and a commitment to operational excellence.

The expected annual salary for this role is between $100,000-$125,000.  Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc.

Why Join Our Team

• Generous benefits package (401k with match, Flexible PTO, paid holidays, 4 week paid sabbatical, 12 week paid parental leave, health benefits starting on your first day, and more)
• Opportunity to join a mission-driven company that is changing the landscape of pediatric mental health treatment
• Chance to make a far-reaching impact by helping children and families access desperately-needed, evidence-based care
• Opportunity to work with talented and experienced team members who have devoted their lives to solving this problem
• Fully virtual: work from the comfort of your home with periodic in-person retreats

Commitment to Diversity, Equity, Inclusion, & Belonging (DEIB)

We want to make our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To achieve this, we recognize we must continually make progress in building a more diverse, equitable, and inclusive team. Through these efforts, we support two primary objectives at InStride Health:

1. Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach all families and each other with compassion and are most effective as a diverse team where all individuals feel valued, respected, and accepted.
2. Building a mission-driven business that lasts. Specifically, we believe our commitment to a supportive culture improves innovation, decision-making, and efficiency.

We invite you to share any additional information about yourself or your experiences that may not be reflected in your CV. Inclusion of this information is completely voluntary.

Beware of fake job postings and offers. All official communications from InStride Health will come from email addresses ending in @instride.health. We will never ask for personal information such as Social Security numbers or bank details during the application process. If you receive a suspicious job offer or communication, please contact our recruitment team directly (talent@instride.health) to verify its authenticity.