Alma, a Spring Health Company, is on a mission to simplify access to high-quality, affordable mental health care. We do this by making it easy and financially rewarding for therapists to accept insurance and offer in-network care. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Alma is available in all 50 states, with over 20,000 therapists in our growing network. Anyone looking for a therapist can browse Alma’s free directory. Alma has raised $220.5M in funding from Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, First Round Capital, Sound Ventures, BoxGroup, Cigna Ventures, and Rainfall Ventures. Alma was also named one of Inc’s Best Workplaces in 2022 and 2023.

Candidate Interview Guide 

As an Operations Manager on our revenue cycle management team (RCM), you will use data-driven insights to drive strategic change, partnering closely with Operations leadership to eliminate workflow bottlenecks, improve efficiencies, and support our providers with a best-in-class experience. You will interact regularly with cross-functional partners—including Product / Engineering, Business Intelligence, CX Strategy, and Payer Partnerships—to ensure our workflows and technology roadmaps set Alma up for success at scale. The ideal candidate has a strong bias towards action, excels at motivating and coaching large teams, prioritizes a winning team culture, and thrives in ambiguous situations. This is a full time, fully remote position on our team. Occasional travel may be required for company or team events/meetings.

What you’ll do:

• Process Optimization & Scale: Identify operational bottlenecks and trends. Use data and analytics to prioritize work, design process changes, execute change management, and optimize existing workflows for continued growth and scalability.
• Cross-Functional Collaboration: Collaborate with Product & Engineering, Business Intelligence, CX Strategy, and other Core Ops teams to analyze and measure the operational impact of tools, processes, and product launches on Core Ops KPIs. Own, execute, and report on identified cross-functional escalation projects.
• Metrics Ownership, Data Analytics & Reporting: Analyze daily, weekly, and monthly program and metrics data to track operational efficiency, reporting outcomes and key insights regularly to leadership and business stakeholders.
• Strategic Planning & Roadmap Alignment: Strategize with Operations leadership to marry staffing plans with technology roadmaps to streamline the insurance process, and support forecasting and resource planning to ensure the team is appropriately resourced.
• Team Leadership & Management: Lead, coach, and manage a core operations team (including 2+ direct reports/Team Leads and a subsequent remote frontline workforce of agents up to 20 employees); unblock the team in day-to-day escalations and foster a winning team culture.

What success looks like in this role:

• Maintain key service level agreements (SLAs) and support ticket resolution metrics within targeted operational thresholds.
• Successfully complete core workflow optimization projects within target timeframes and resource constraints.
• Achieve high internal partner and stakeholder satisfaction scores across cross-functional operations.
• Optimize operational efficiency metrics by streamlining manual steps across primary workflows.

What you’ll bring:

• 3-5 years of professional work experience in an Operations role, ideally within a startup environment, healthcare implementation, healthcare consulting, or a revenue cycle management role.
• 2-4 years of people management experience, managing teams comprised of non-exempt and exempt direct reports. You have experience navigating the full spectrum of performance management — from setting clear expectations and delivering ongoing feedback to supporting employees through formal improvement processes and difficult conversations.
• Highly resourceful and efficient at data-driven decision-making, operational process design, improvements, and execution.
• AI-forward: Has experience leveraging AI to drive speed to results. 
• Relentlessly organized with meticulous attention to detail and exceptional project management skills; ability to balance attention to detail with swift execution.
• A flexible team player who can roll up their sleeves to support the team creatively and scrappily while managing other projects through ruthless prioritization.
• Exceptional communication skills and a customer-centric attitude. Able to translate and communicate accurately and effectively with both internal and external stakeholders.
• Passionate about mental health, our mission at Alma, and Diversity, Equity & Inclusion (DE&I).

Benefits

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Lifestyle Spending Account for health, wellness, and family care
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through PerkSpot
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Inclusive family and medical leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO 

The target base salary range for this position is $97,000 - $113,500.  All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.