Patient and Family Coordinator Manager

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

InStride Health is seeking an accomplished and dedicated Patient and Family Coordinator  Manager to join our dynamic team. The Patient and Family Coordinator Manager is responsible for overseeing the day to day activities and performance management of our Patient and Family Coordinators, including but not limited to enrollment, scheduling, customer service, provider support, addressing issues and escalations, and more. In addition to managing the Patient and Family Coordinator team, this role will assist the Senior Director of Operations and other clinical team leaders with identifying and implementing initiatives focused on improving efficiencies and scalability of the team. 

Responsibilities: 

• Team Management: Lead and manage the Patient and Family Coordinator team, providing guidance, coaching, and support to ensure high performance and adherence to team goals and standards.
• Scheduling & Support Management: Oversee the day-to-day activities of a team of support analysts responsible for the scheduling and ongoing support of patients and families in our program. Ensure appointments are efficiently booked and coordinated to minimize time to care, meet enrollment targets, and optimize patient/family experience. Provide ongoing support for patients/families in our program as well as our internal care team. 
• Patient and Family Engagement: Monitor the process to engage patients and their families throughout the scheduling process, providing support, information, and resources to facilitate their journey through our program. Manage a reduced number of patients and families to stay knowledgeable in workflows and challenges. 
• Quality Assurance: Oversee quality assurance measures that ensure accuracy and reliability of scheduling, adherence to scheduling protocols and related metrics, and compliance with regulatory requirements and organizational policies. 
• Escalation Management: Serve as a point of contact for escalated issues and inquiries, working closely with internal teams and stakeholders to resolve complex issues and ensure timely resolution.
• Cross-functional Collaboration: Collaborate with clinical, operations, product and support staff to coordinate scheduling efforts, address scheduling-related challenges, identify product and process improvements, and optimize resource allocation to meet patient needs. 
• Process Improvement: Collaborate with the Senior Director of  Operations and other clinical team leaders to identify opportunities for process improvement, efficiency gains, and scalable growth planning.
• Performance Management: Monitor and evaluate the performance of Patient and Family Coordinators, conducting regular performance reviews, providing feedback, and overseeing day-to-day needs, including PTO/sick time to drive accountability and continuous improvement.
• Metrics and Reporting: Develop and maintain metrics and reporting mechanisms to track key performance indicators (KPIs), monitor team performance, and identify trends or areas for improvement.
• Training and Development: Provide training, support, and professional development opportunities to the Patient and Family Coordinator team to ensure they have the knowledge, skills, and resources to perform their roles effectively and deliver exceptional service to patients and families. Identify development pathways for staff to advance in their careers and offer regular feedback and guidance.
• Stakeholder Communication: Communicate regularly with patients, families, and internal stakeholders to provide updates on scheduling activities, address inquiries or concerns, and solicit feedback to inform process improvements. Oversee and handle any escalations from patients/families and our care team. 

What You Need to Succeed in the Role

• Minimum of 2 years of experience in healthcare operations, with specific experience in patient scheduling, process optimization, and other support functions. 
• Strong understanding of scheduling systems and processes, preferably in a healthcare setting. 
• Deep customer service orientation with a demonstrated track record of prioritizing the customer experience. 
• Knowledge and experience in process improvement, task management, automation and leveraging AI.  
• Excellent organizational, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and engage with patients and families. 
• Knowledge of regulatory requirements and compliance standards related to patient scheduling and healthcare operations. 
• Knowledge and experience in staff training, development, direct supervision, and performance management.
• Ability to adapt to changing regulatory requirements, industry trends, and organizational needs in a fast-paced and dynamic environment.
• Ability to work independently and professionally in a fast-paced environment; ability to be flexible
• Ability to handle sensitive and confidential information in a manner that inspires confidence and trust

The expected annual salary for this role is between $67,000-75,000. 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, paid service days, 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.

AI in the Application & Hiring Process at InStride Health: 

Our Commitment to Human Connection: At InStride Health, we believe the hiring process is a two-way journey grounded in genuine human connection and mutual fit. We recognize that AI tools are a helpful part of how we work and learn today, and we use it thoughtfully to enhance, not replace, human decision making. We use technology, including AI tools, to support our recruiting team with administrative tasks and to help organize applications based on job-related qualifications, all hiring decisions are made by our recruiting and hiring teams. We do not use AI as a substitute for human judgment, and we do not use it to autonomously disqualify candidates from consideration.

Guidelines for Your Application: We recognize AI as one of many tools candidates may use during the job search. Above all, we care about understanding your unique background, strengths, and perspective, and we value responses that reflect your own voice. To maintain a fair and human-centered process, we distinguish between using AI to prepare and using it to perform. We encourage you to leverage AI for brainstorming, research, or polishing your resume; however, your application and interview responses should ultimately reflect your own authentic thoughts and judgment. We ask that you refrain from using real-time AI usage during interviews and submitting entirely AI-generated content. We are far more interested in a thoughtful, human conversation than a 'perfect' machine-generated answer.

Please note that these guidelines are not intended to limit the use of assistive technology; if you utilize speech-to-text, screen readers, or other AI-enabled tools for accessibility purposes, you are encouraged to do so. We are committed to providing reasonable accommodations to ensure an accessible interview experience. Please let your recruiter know if you require an accommodation or an alternative interview format.

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.