[Hiring] Associate, Business Operations @Protocol Behavioral Health

Role Description

Reporting to the Senior Director of Operations, the Associate, Business Operations will support the day-to-day operations of our virtual behavioral health clinic. They will take on core operational responsibilities that keep our clinic running smoothly:

• Managing patient referrals
• Handling scheduling changes
• Supporting billing workflows
• Serving as the frontline for our internal helpdesk

This role is meant for someone who is driven and inspired by the mission and motivated by a highly ambitious team. This is a role ideal for someone who is organized, proactive, and excited to grow in a fast-moving, early-stage healthcare environment.

In this role you will:

• Manage the administrative workflow of new patient referrals, build out accurate patient records, and support outbound appointment reminders.
• Field incoming patient phone calls, route requests to providers, coordinate scheduling changes, and ensure a smooth virtual front-desk experience.
• Serve as the first line of support for the internal clinic helpdesk, triage issues, and escalate items to the Operations team as needed.
• Support daily virtual clinic operations by maintaining accurate schedules, updating systems, and keeping providers informed of changes.
• Assist with billing administration tasks, including gathering information, updating records, and routing issues to the billing team.
• Maintain data accuracy across EMRs, trackers, and internal tools while identifying process gaps and operational issues to escalate or improve.

Qualifications

• 0–2 years of experience in operations, administrative support, customer service, or healthcare-related roles.
• Located in (or willing to work) Eastern Time Zone.
• Strong organizational skills, attention to detail, and comfort juggling multiple tasks.
• A problem-solving orientation: you can think through issues and make good judgment calls.
• Comfort with ambiguity, change, and the scrappy nature of an early-stage company.
• Genuine interest in working in behavioral health and supporting patient care.
• Spanish-language proficiency is a plus!

Benefits

• Flexible remote work
• Competitive healthcare coverage
• Generous paid time off
• Fulfillment of knowing your work directly improves lives