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Patient & Family Support Analyst

InStride Health

InStride Health

IT, Customer Service
Boston, MA, USA
Posted on Wednesday, June 12, 2024
About Us

InStride Health is transforming pediatric mental healthcare. Our mission is to provide desperately needed, insurance-based access to virtual treatment that works for kids and teens with mod/severe anxiety & OCD. Through this mission, we are expanding access to 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.

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.

The Patient and Family Support Analyst plays a mission-critical role in ensuring that our patients and their families receive efficient and timely access to care. As a Support Analyst, you will provide administrative support for patients and families enrolled in the InStride Health program, as well as the cross-discipline care team. Core responsibilities include patient scheduling, coordinating the timely completion of new patient admissions paperwork (assessments, consents, etc.), and providing administrative support to our care team throughout the patient's treatment.

This position requires close collaboration across psychiatry, therapy, and coaching disciplines as well as our patients and families, so strong communication skills and a customer-service orientation are key to success. If you are energized by establishing and enhancing positive relationships with patients and families, care team members, and your colleagues, this is the perfect role for you.

What You Need to Succeed in the Role

  • Experience in a customer service environment, ideally where scheduling was a component of the role
  • Experience in a patient-facing or provider-facing role with ability to establish relationships in a virtual environment
  • Strong communication skills and attention to detail
  • Ability to execute on tasks quickly and follow workflows in an efficient and accurate manner
  • Ability to adapt to a quickly-changing environment

Additional Preferred Qualifications

  • Experience working in healthcare or education
  • Skillful collaborator within teams and across cross-functional teams
  • Problem solver with a proactive approach to identifying both root causes and potential solutions
  • Comfortable navigating multiple technology systems and tools at one time

Why Join Our Team

  • Generous benefits package (401k with match, Flexible PTO, paid holidays, 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
  • Ability to help hundreds of 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

One of the core values we are passionate about in InStride is building an inclusive and equitable environment where we celebrate all identities. We strongly believe that every member on our team enriches our InStride family; the individual voices help us provide better care for families. Therefore, 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.