Director of Operations

Meru Health is setting the new standard in mental healthcare with the most comprehensive online mental health solution for depression, burnout, and anxiety. We are on a mission to help 10 million people recover from mental health challenges by 2027, by utilizing the latest science and technology. If you are looking for a place where your work has a strong impact on people’s lives, we invite you to join us on our mission.

We are looking for a Director of Operations to join our team in Denver, SF Bay Area or Remotely.

FEW REASONs WHY PEOPLE LOVE WORKING AT MERU HEALTH:

• Help pioneer a new approach to mental healthcare (using human support, biofeedback, and digital tools) to help 10 million people over mental health challenges by 2027.
• We got started through Y combinator and we raised our series B funding in 2021. We've partnered with Cigna, Aetna, Humana, Comcast, Microsoft, Stanford etc.
• Be part of an inclusive and diverse group of individuals that places a high emphasis on values like compassion, integrity, and the wellness of ourselves and others. 

As Meru Health’s Director of Operations, you will be reporting to our VP of Clinical Operations and working closely with various key stakeholders across the organization to oversee our provider capacity planning, licensing strategy, credentialing processes and supply chain logistics. 

You’ll ensure clinic operationalization in all 50 US states and use your strong technical skills to develop solutions that push innovative boundaries. You’ll maximize efficiency and productivity through extensive process analysis, budgeting and financial modeling, and recommend strategic solutions to guide us forward in providing top quality mental healthcare.

What this role will achieve:

Manage our provider network capacity, supply, and demand modeling based on growth estimates to ensure Meru is operational in all 50 states

• Oversee day-to-day operations of our Nationwide clinic registration, provider credentialing (including implementation of delegated credentialing processes and adherence to terms of health plan contracts), and supply chain operations and logistics
• Own the strategy for provider cross-licensure, engagement and expansion of our active and standby provider rosters
• Monitor monthly demand projections and make final determination on when and where to hire
• Improve and refine proprietary models and methods for calculating capacity and strategically resource for upcoming pilots and innovation initiatives
• Assess provider satisfaction and monitor churn frequency, implementing retention strategies as needed

Improve clinical operations collaboration and productivity 

• Partner with executive-level management in the development of performance goals and long-term operational and budgetary plans
• Collaborate with Regulatory Compliance and Quality Assurance Depts. to ensure adherence to industry regulations and legislative guidelines
• Build and maintain relationships with all department heads, external partners, and vendors to make aligned decisions regarding operational activity and strategic goals

Improve and optimize operation metrics and processes 

• Plan, monitor, and analyze key metrics for the day-to-day performance of clinic operations to ensure efficient and timely completion of tasks
• Monitor departmental budgets and propose process improvements that will maximize output and minimize costs
• Oversee collection and storage of extensive provider data
• Leverage analytical acumen to automate workflows where possible

Lead, motivate, and support the operations and logistics team 

• Manage a team of direct reports each responsible for their own core operational functions
• Work closely with human resources to lead team with integrity and establish and maintain a trusting, inclusive, and productive environment that is aligned with our company values
• Create career development plans for all direct reports and resolve employee relations matters

WHAT YOU WILL NEED TO BE SUCCESSFUL IN THIS ROLE:

1. Skills needed:

• Alignment with our values and passion for our mission
• Analytical problem solving: Advanced skills in Excel/Google Sheets; track record of driving data-driven business decisions and setting up robust processes
• Strong verbal and written communication skills: Superior negotiation skills in both internal and external settings
• Organizational/project management skills: Proven ability to plan and manage operational process for maximum efficiency and productivity

2. Work experience needed:

• 10+ years of work experience in healthcare network operations management including provider credentialing and workforce capacity (supply/demand) modeling
• 5+ years of management experience - managing and developing a small team
• Experience scaling a pre-IPO B2B/ B2B2C business
• Experience with budget and business plan development

3. Knowledge, education, and/or training needed:

• Bachelor’s degree in business administration or related field; MBA preferred.
• Knowledge of provider credentialing, health plan contracting, supply chain operations and logistics
• Strong working knowledge of data analysis and performance metrics using business management software

WHAT SUCCESS LOOKS LIKE: 

1. Supply & Demand models matches provider Network Management based on growth forecasts 
   1. Network utilization
   2. Sign-up to intake call days
2. Maintenance of 50 state coverage (at least 2 active providers/state) & operational infrastructure supporting the clinic
3. Achieve therapist network capacity utilization of 70% (ensuring we have the right matching of supply to demand)
4. Keep percentage of participants not booking an intake call due to lack of availability at or below 5% 

 

In addition to the achievements identified above, here is what to expect:

• At 90 days:
  • You understand the business, team dynamics, and company priorities
  • You understand the challenges and opportunities in our current capacity planning processes and are beginning to identify areas for improvement 
  • You are up to speed on the logistics and credentialing processes supporting the Meru Health clinic and working towards refining operational efficiencies in those areas
  • You’re gaining the trust of your direct reports and are developing strong and collaborative working relationships

• At 6-months: 
  • You are developing, implementing and monitoring day-to-day operational systems and processes that provide visibility into key metrics, goals, progress and obstacles for our key initiatives
  • You have a strong grasp on the cost of services budget and are contributing meaningful and strategic ideas on ways to scale clinic operations in line with growth targets

US TOTAL REWARDS PACKAGE:

We believe in prioritizing our employees' health and well-being, so that they can focus on the good work of helping 10 million people recover from mental health challenges.

• Pay:
  • Competitive base
  • Generous stock options
• Benefits:
  • 100% employer paid Medical, Dental, Vision, & Life Insurance for full-time employees (50% for dependents)
  • Flexible Spending Account and Health Savings Account options available (HSA eligible employees will receive Meru's annual contributions of $1,500 for single enrollees and $3,000 for enrollees with dependents)
• Paid Time Off:
  • 15 US holidays annually
  • 4 weeks vacation your first year of employment, then 5 weeks vacation thereafter 
  • 8 weeks of parental leave for all new parents and an additional 8 weeks for new birthing parents
  • Up to 4 weeks off to grieve a family member's passing
  • Birthday off
  • Day of Service to participate in any activities that elevate marginalized communities
• Remote Work Benefits:
  • Internet & phone expense reimbursement
  • $250 Onboarding Home Office stipend

Not sure if you should apply? Please keep reading...

Research shows that women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

MORE ABOUT MERU HEALTH:

Meru Health is growing fast to meet the rapidly increasing demand for mental health services. We are on a mission to help 10 million people recover from mental health ailments by 2027. We partner with healthcare organizations, large employers and insurance companies who understand the need to offer comprehensive mental health care to members or employees, and to meet challenges so many people face with trying to access mental health care services.

We are scientists, engineers and experienced entrepreneurs who have come together to make mental healthcare accessible, effective and truly outcome-driven. Our mission is more than business, it’s personal. Our founders have lost friends and family members to depression, and we want to build a highly effective mobile treatment widely accessible to people in need.

At Meru Health, we don’t just accept differences — we celebrate it, we support it, and we thrive on it, as a source of human creativity and richness of life, for the benefit of our employees, our customers, and our community. Meru Health is proud to be an equal opportunity workplace and is an affirmative action employer.

Get to know us and our culture: https://www.meruhealth.com/about-us

Check out the science and research behind what we do: https://www.meruhealth.com/science

See example testimonials to get an idea of the impact our work is already having on thousands of lives: https://vimeo.com/495477106 ; https://www.youtube.com/watch?v=z8PcUkW8x_Y

 

STATUS: Full-time / Exempt

JOB CATEGORY: Professional

LOCATION: SF Bay Area, Denver, Remote

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