Patient & Family Coordinator

About Us

InStride Health’s mission is to deliver specialty anxiety and OCD care that works for every kid, teen, young adult, and family who needs it. Through this mission, we are expanding access to insurance-based 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. Our vision is to become the nation’s most trusted provider of pediatric anxiety and OCD care.

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.

About the Role

As a Patient and Family Coordinator, you will play a pivotal role in delivering exceptional service to our patients and their families, ensuring they have seamless and timely access to the care they need. Your focus will be on providing high-quality support to patients enrolled at InStride and to their multidisciplinary care team. Core responsibilities include scheduling, liaising between patients and internal InStride teams, and completing administrative tasks for the clinical team. If you are passionate about mental health care, have strong attention to detail, and are dedicated to delivering exceptional service to patients, families, and clinical colleagues, this is the perfect role for you.

Responsibilities 

• Coordinating Patient Care: Working with patients and families to create their initial treatment schedules and adjust appointments as needed, using creative problem-solving to accommodate busy schedules. 
• Patient and Family Support: Promptly, kindly, and thoroughly responding to inbound calls and emails to address patient and family questions or concerns.
• Supporting the Care Team: Managing administrative tasks to support the care team in providing high-quality care, including rescheduling, medical record requests, patient transitions, and other coordination activities.
• Delivering Outstanding Service: Building strong, supportive relationships with patients, families, and the care team to ensure a smooth and positive experience at every interaction.

What You Need to Succeed in the Role

• Experience in a customer service role, preferably where scheduling was part of the role.
• Experience in a patient-facing or provider-facing role with a proven ability to build relationships in a virtual setting.
• Excellent communication skills and strong attention to detail.
• Ability to complete tasks quickly and follow established workflows accurately and efficiently.
• Ability to adapt to a quickly-changing environment.
• Problem-solver with a proactive approach to identifying both root causes and potential solutions.
• Comfortable navigating multiple technology systems and tools at one time.

The starting annual salary for this role is $50,000. We maintain consistent starting salaries and salary bands to ensure our team members have a clear path for growth within their roles, allowing their compensation to increase as they gain experience at InStride.

Why Join Our Team

• Generous benefits package (401k with match, Flexible PTO, paid holidays, paid service days, 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
• Chance to make a far-reaching impact by helping 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 (DEIB)

We want to make our clinical services available for everyone, no matter where you come from, what you look like, or how you identify. To achieve this, we recognize we must continually make progress in building a more diverse, equitable, and inclusive team. Through these efforts, we support two primary objectives at InStride Health:

1. Providing high quality patient care to families. We are in a privileged position to support families during a vulnerable time in their lives. We approach all families and each other with compassion and are most effective as a diverse team where all individuals feel valued, respected, and accepted.
2. Building a mission-driven business that lasts. Specifically, we believe our commitment to a supportive culture improves innovation, decision-making, and efficiency.

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.

Beware of fake job postings and offers. All official communications from InStride Health will come from email addresses ending in @instride.health. We will never ask for personal information such as Social Security numbers or bank details during the application process. If you receive a suspicious job offer or communication, please contact our recruitment team directly ([email protected]) to verify its authenticity.