reflect (www.joinreflect.com) is an early-stage startup on a mission to make mental health more accessible and effective.

We believe everyone can benefit from talking to someone. Finding the right therapist shouldn’t be so hard. We’ve made it easier thanks to a unique algorithm-based matching process that allows our members to find the right therapist for their unique needs. And once they do, reflect supports our members and therapists with scheduling and billing to make the logistics around therapy easier than ever.

Since our launch in 2018, we’ve quickly grown to be the largest private pay network of top therapists on the West Coast, facilitating hundreds of thousands of therapy sessions to date! We recently started supporting members with Kaiser insurance, bringing reflect to even more people than ever.

With a waitlist in 10+ markets, we know this is only the beginning, and we are excited to launch in more locations soon! We’re driven to continue helping others live happier and more resilient lives — and we’re looking for the right team to join us on this journey to change the world.

Let’s connect if you’re passionate about achieving this lofty goal and working together to make a difference in the lives of millions.

reflect in the press:
https://www.theguardian.com/society/2019/jul/29/mental-health-care-therapy-silicon-valley
https://pitchbook.com/news/articles/as-pandemic-anxieties-worsen-mental-health-startups-rise-to-the-challenge
https://www.tuck.dartmouth.edu/mba/alumni-stories/jonathan-tranpham

HIGH-LEVEL ROLE

As the therapist operations lead with reflect, you will join a fast-paced team and immediately have impact improving the lives of those we serve. You’ll be primairly responsible for scaling the systems that power our therapist network, including processes, tools, and programs that allow us to expand our community and deepen our value proposition for providers.

This role is hands-on and execution-focused, but with a mandate to build repeatable, scalable systems. You'll work closely with our internal team, partners, and providers ensure our therapist experience is world-class.

This role will support a variety of functions:

• Network expansion -- drive outreach and onboarding of our therapist network to meet growing demand
• Therapist engagement & community -- understand and address the needs and painpoints of clinicians to set them up for success at reflect
• Operational execution -- collaborate with rest of therapist operations team to deliver on day-to-day execution while introducing structure that makes the team more proactive and scalable

Specific responsibilities:

• Continuously optimize our onboarding funnel to reduce friction and increase therapist activation
• Build repeatable playbooks for outreach and onboarding
• Identify and test new engagement models with our provider community to ensure we build the best relationships with our valued therapists
• Thoughtfully engage reflect therapists and identify training opportunities to support a world-class platform
• Collaborate with the rest of the team to define opportunities to support the therapist experience in new and exciting ways. Jump in as needed -- this is an hands-on role

SKILLS

The ideal candidate is:

• Strategic executor: Able to zoom out to design systems and then roll up sleeves to implement them
• Programmatic thinker: Looks for patterns, root causes, and opportunities to prevent problems before they arise. Able to ruthlessly prioritize and focus. Employs 80/20 rule to make decisions
• Goal-oriented: motivated by setting and achieving goals to move the business forward, energized by building programs that increase network size and therapist satisfaction
• Adaptable and resourceful: comfortable navigating ambiguity and shifting priorities in a fast-paced startup, can use a mix of data and intuition to monitor performance, spot trends, and inform decisions and priorities
• Empathetic and emotionally intelligent: able to gain trust and confidence quickly, works well with others, calm under pressure

Other attributes for success in this role:

• Motivated by impact and purpose, with a strong interest in mental health, digital health, and/or startups
• Well-versed in the complex nature of healthcare operations (e.g., HIPAA compliance)
• Able to communicate complex ideas in a clear and approachable manner
• Proficient with Word, PowerPoint, or the Google Suite equivalent appsThis role offers ample opportunity to grow and learn from others.

QUALIFICATIONS

• 5+ years in operations, program management, or a related role (experience in healthcare, mental health, or marketplaces preferred)
• Demonstrated ability to design and scale operational programs
• Bachelor’s degree in related field
• Must be available to work West Coast business hours

Note: This is a fully remote position with a preference for candidates in Texas or on the West Coast, as our team meets in-person regularly to support learning and culture (e.g., monthly/quarterly). This may be a contract role with potential for growth as a full-time hire.

Let's reflect!!