Director of Continuous Improvement and Operational Excellence

Talkiatry is seeking an experienced Director of Continuous Improvement and Operational Excellence to drive transformative operational and technical enhancements across the Core Operations department. In this strategic role, you will identify opportunities to streamline processes, optimize systems, and improve outcomes for the Talkiatry support staff (Patient Care Coordinators, Licensing & Credentialing Specialists, and Billing Support Specialists).  The ideal candidate has experience standardizing manual processes through automation or productization.  This person will quickly become the expert in bottlenecks across operations and develop a roadmap to solve and enhance the way we deliver care.

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. 

• Conduct a full assessment of core operations workflows and seek opportunities to leverage technology to enhance or streamline.
• Develop and maintain a continuous improvement roadmap that outlines short-, medium-, and long-term opportunities for enhancement.
• Become a thought partner to Care Coordination, Licensing & Credentialing, and Billing Support leadership staff to find new ways to increase efficiencies within their teams.
• Collaborate cross functionally with other departments to design and implement improvements that positively impact business outcomes, such as revenue growth, cost management, patient retention, and patient satisfaction.
• Project manage improvement pilots to gauge the efficacy of improvement suggestions and cleanly track outcomes, risks, and dependencies.
• Ensure any enhancements or improvements are tied to proper change management and thoughtful rollouts.
• Foster a culture of continuous improvement by providing coaching, training, and resources to teams at all levels.
• Develop business cases for proposed initiatives, including cost/benefit analysis, ROI projections, and implementation roadmaps.

• Bachelor’s degree in Business, Engineering, Operations, or a related field
• 5+ years of experience in operations, continuous improvement, or related roles, with at least 2+ years in a leadership position.
• Proven success implementing operational improvement strategies in a fast-paced, high-growth environment; healthcare or telehealth experience is a plus.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies.
• Demonstrated experience leading cross-functional initiatives and influencing senior leadership through crisp communication and project management skills
• Proficiency with tools such as process mapping software, BI platforms (e.g., Tableau, ThoughtSpot), and automation technologies.
• Familiarity with SQL or other data querying tools.
• Familiarity in architecting solutions within a CRM (ServiceNow preferred)

• Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care    
• Collaborative environment: be part of building something from the ground up at a fast-paced startup     
• Flexible location: work where you want to, either remotely across the U.S. or from our HQ in NYC     
• Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more!    
• Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
• It all comes back to care: we’re a mental health company, and we put our team’s well-being first

Talkiatry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the following: EVerify Participation & IER Right to Work.  

At Talkiatry, we are an equal opportunity employer committed to a diverse, inclusive, and equitable workplace and candidate experience. We strive to create an environment where everyone has a sense of belonging and purpose, and where we learn from the unique experiences of those around us. 

We encourage all qualified candidates to apply regardless of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.