Job Specifications
Talkiatry is seeking a Senior Manager, Patient Access Operations to shape the future of our new patient experience. In this high-impact role, you’ll lead the engine that helps people take their first step into care – ensuring every introduction to Talkiatry is seamless, supportive, and efficient. You’ll rely on data to diagnose bottlenecks, test new tactics, and drive measurable improvements across the new patient journey.
You’ll oversee intake, outreach, and new patient coordination functions, optimizing how we connect thousands of patients to care each month. This is more than an operations role, it’s an opportunity to redefine how patients access mental healthcare at scale through innovation, empathy, and relentless focus on performance and outcomes.
We’re looking for a leader who combines operational excellence with strategic vision. You’ll manage onshore and offshore teams, refine workflows for both inbound and outbound patient interactions, and lead pilot initiatives that test and scale new approaches to patient activation and engagement. Success in this role means building processes that drive both conversion and care continuity – while elevating the human experience at every step of the journey.
About Talkiatry:
Talkiatry transforms psychiatry with accessible, human, and responsible care. We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.
60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low, and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.
You will:
Patient Access Strategy
Champion the new patient journey by designing and overseeing each step of the funnel – from first touch point (online assessment) through first appointment – to ensure a seamless, reliable experience
Own and optimize the Patient Care Coordinator (PCC) conversion stage of the new patient funnel, partnering cross-functionally to ensure seamless handoffs and strong performance across adjacent steps
Identify and remove barriers to care through process redesign and more effective outreach tactics, partnering with Product and Operations leadership to implement technology and automation improvements
Pilot, measure, and scale initiatives that improve access, adherence, and retention while reducing cancellations and no-shows
Independently analyze operational data and performance trends to identify opportunities for improvement, refine workflows, and elevate patient experience outcomes
Team Leadership & Development
Lead and mentor managers overseeing the Intake, New Patient Call Center, and Growth frontline PCC teams, ensuring coordination and alignment across all patient access functions
Own conversion metrics and drive accountability for performance and quality across both onshore and offshore PCC teams
Cultivate a culture of empathy, ownership, and continuous improvement
Empower frontline teams through training, coaching, and development programs that foster consistent excellence in patient engagement
Collaborate cross-functionally with Operations and Tech teams to ensure smooth handoffs and unified goals
Communicate performance updates, trends, and opportunities to senior leadership clearly and proactively
Reporting & Cross-Functional Collaboration
Design scalable systems and PCC workflows that maintain service quality as Talkiatry continues to grow
Implement and optimize tools (e.g., Genesys, ServiceNow) to enhance team efficiency and patient responsiveness
Develop and maintain performance dashboards and reporting frameworks – working with analytics partners as needed but owning day-to-day analysis of metrics and trends
Lead experimentation and continuous improvement efforts in partnership with Product, Analytics, and Operations teams to drive sustainable gains in efficiency and patient satisfaction
Manage vendor partnerships to ensure alignment with Talkiatry’s standards for quality, performance, and patient care
You have:
7+ years of operations management experience; experience leading front-line intake, sales, or customer service teams preferred
Proven success managing onshore and offshore teams at scale (100+ headcount), consistently achieving metric and budget goals
Strong analytical capabilities with a focus on performance and process improvement. You’re comfortable independently analyzing large data sets, building reports, and surfacing actionable insights using Excel and basic SQL
Experience with ServiceNow, Genesys, or similar operational platforms preferred
Demonstrated success collaborating cross-functionally with Product, Technology, and Operations teams to improv