InStride Health

Role Description 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: - 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. Qualifications - 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. Requirements - The starting annual salary for this role is $50,000. Benefits - 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.

• Design, develop, and maintain robust, scalable ETL/ELT data pipelines using Python, SQL, and data processing frameworks including dbt, Matillion, and AWS services. • Implement data quality checks, monitoring, and alerting across all data pipelines to ensure data integrity and reliability. • Optimize existing pipelines for performance, cost-efficiency, and error handling. • Contribute to the design and maintenance of InStride’s data warehouse and data lake solutions, including schema design, data modeling, and indexing strategies in Amazon Redshift. • Ensure data security, HIPAA compliance, and proper handling of protected health information (PHI) within all data infrastructure. • Work closely with data analysts, data scientists, and business intelligence engineers to understand their data requirements and deliver reliable, high-quality data access. • Troubleshoot and resolve complex production data issues with urgency and root-cause rigor. • Develop and maintain clear documentation for data models, pipelines, and data sources to enable self-service analytics. • Participate in code reviews and contribute to technical discussions, bringing a constructive and detail-oriented perspective. • Stay current on emerging data technologies and tools, bringing relevant insights to the team.

• Identify, pilot, and build AI-driven workflows that increase Growth team velocity, including maintaining a custom prompt library to standardize high-quality output across initiatives. • Define and track success metrics for AI and automation initiatives, including time saved, conversion lift, and customer experience improvements, and report results to the Growth team. • Train cross-functional team members on AI best practices and embed automation into daily marketing operations to build repeatable, scalable processes. • Serve as the day-to-day lead for creative agencies, providing clear direction and feedback to produce consumer and provider materials aligned with InStride’s brand and campaign goals. • Own and optimize Zoho CRM and Marketing Automation, executing campaigns across consumer and provider segments and identifying opportunities to improve performance and efficiency. • Manage timelines for multi-channel initiatives, coordinating across consumer and provider teams to keep campaigns on schedule and on brief. • Maintain the centralized marketing asset library, ensuring all creative materials are organized, current, and easily accessible to cross-functional partners. • Own third-party promotional relationships and directory listings at the state and national level, and drive the acquisition of patient and provider testimonials in written and video formats. • Lead internal marketing communications, including bi-weekly companywide announcements and cross-functional meeting coordination. • Track and report on key performance indicators (KPIs), delivering actionable insights and recommendations to the Growth team. • Plan and execute quarterly Growth team offsites and internal events to drive strategic alignment and team culture

• Provide evidence-based individual and group clinical care to patients and families • Use measurement-based care to inform treatment planning • Lead and collaborate with other care team members (e.g., coach and psychiatrist) • Provide feedback on program curricula and training protocols • Provide feedback regarding the various applications of technology in treatment • Maintain awareness of risk management issues • Complete documentation in a timely and thorough manner • Participate in initial and ongoing trainings on the application of evidence-based and tech-enhanced care delivery • Facilitate skills or skills practice groups, as assigned. These CBT-based groups are for parents/caregivers and focus on skills development and implementation based on the InStride Health curriculum, integrating aspects of ACT and PMT.

Role Description The Clinical Evaluator is the first voice and face of InStride Health for patients and families seeking care. Evaluators conduct phone screens and comprehensive clinical evaluations to determine clinical eligibility and appropriateness for InStride services. They provide education and orientation about InStride, serve as brand ambassadors, and ensure families feel engaged and motivated from their first interaction. Clinical Evaluators are strong diagnosticians with excellent case conceptualization skills, adept at assessing patient presentation and navigating sensitive conversations. They determine when medical clearance is required prior to admission and, when families are not appropriate for InStride, redirect them to alternative resources with empathy and clarity. Clinical Evaluators also generate thorough, timely documentation that ensures a smooth and intentional handoff to the care team, supported by AI note-writing tools. They provide feedback to the Tech Product team on workflows, systems, and patient experience, and to the Clinical Product team on biopsychosocial assessment and patient needs. Key Responsibilities/Essential Functions - Conducts phone screens and clinical evaluations for patients and families seeking admission. - Accurately assesses diagnoses, case conceptualization, and clinical eligibility for InStride. - Provides education, orientation, and motivation to engage patients and families in care. - Determines when medical clearance is required prior to admission. - Redirects patients and families to alternative resources when InStride is not appropriate. - Produces robust, timely documentation to support seamless transitions into treatment, leveraging AI note-writing tools. - Serves as a brand ambassador, creating a welcoming and professional first experience for families. - Collaborates with internal stakeholders by providing feedback and insights to the Tech Product team on workflows, systems, and patient/family experience. - Collaborates with internal stakeholders by providing feedback and insights to the Clinical Product team on patient presentation and assessment processes. - Participates in designated trainings, team meetings, and clinical rounds to ensure alignment with care pathways and best practices. - Upholds InStride’s mission, values, and ethical standards in all interactions. Qualifications - Ph.D. or PsyD in psychology from an accredited program; OR - Master’s degree in social work, counseling, or related field from an accredited program with independent licensure (LICSW, LMHC, LMFT, or equivalent, depending on state). - Active state-specific licensure in good standing; willingness to obtain additional licensure in other states, as requested. - Must have active license(s) in at least one of the following states: CT, FL, GA, IL, MA, ME, NH, NJ, NY, NC, OH, PA, RI, SC, TX, VA, DC. Requirements - Expertise in diagnosing and treating children, adolescents, and young adults with anxiety, OCD, and related disorders. - Strong skills in case conceptualization, assessment, and measurement-based care. - Exceptional interpersonal and communication skills, with the ability to motivate and engage patients and families. - Ability to navigate sensitive conversations and redirect families to alternative care resources when needed. - Strong clinical judgment and decision-making skills in time-sensitive situations. - Commitment to creating a positive, professional, and brand-aligned first impression for families. - Excellent organizational and documentation skills, including comfort using AI-assisted tools. - Ability to work independently and as part of a fast-paced, mission-driven team. - Cultural responsiveness and demonstrated commitment to diversity, equity, and inclusion. - Flexibility in adapting to technology platforms and updates in a fully virtual care environment. Benefits - 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.

• Lead and manage the Patient and Family Coordinator team • Oversee the day-to-day activities of a team of support analysts • Monitor the process to engage patients and their families throughout the scheduling process • Oversee quality assurance measures that ensure accuracy and reliability of scheduling • Serve as a point of contact for escalated issues and inquiries • Collaborate with clinical, operations, product and support staff • Collaborate with the Senior Director of Operations to identify opportunities for process improvement • Monitor and evaluate the performance of Patient and Family Coordinators • Develop and maintain metrics and reporting mechanisms to track key performance indicators • Provide training, support, and professional development opportunities

Role Description The Eligibility Verification & Authorization Specialist is responsible for supporting our patients and families through health insurance (payor) verification and authorization processes. Core functions include: - Eligibility verification - Obtaining authorizations - Negotiating single case agreements - Coordinating between the Intake and Billing teams You will directly support the InStride Intake team as they help our patients enroll in our treatment program, which includes Psychiatry, Therapy, and Coaching services. This position requires collaboration, strong communication, and customer service skills to establish and enhance positive relationships with colleagues, patients, and others. Responsibilities: - Verify insurance coverage for patients using electronic verification systems, insurance websites, and phone calls to insurance companies. - Submit and manage authorization requests through payer portals or by phone calls. - Determine patient eligibility for insurance benefits by reviewing insurance policies, coverage limitations, and exclusions. - Communicate with patients to obtain necessary insurance information and update patient records as needed. - Coordinate with billing staff to ensure accurate billing and reimbursement processes. - Resolve insurance eligibility and coverage issues by working directly with insurance companies, patients, and the admissions team. - Stay up-to-date on changes to insurance policies, regulations, and procedures to ensure compliance with industry standards. - Provide support and guidance to patients regarding insurance coverage, benefits, and financial responsibilities. - Collaborate with other members of the billing, scheduling, and admissions teams to streamline insurance eligibility and billing processes. - Provide feedback to the operations and growth leadership on any barriers in the eligibility and authorization process. Offer suggestions for how to improve those processes and enable speed to care. - Maintain confidentiality of patient information and adhere to HIPAA regulations at all times. Qualifications - Minimum of 2 years experience in an eligibility and authorization related role. - Previous experience in healthcare administration, medical billing, health insurance, or insurance verification preferred. - Deep understanding of the insurance landscape including relevant terms, policies/procedures, authorization logistics, and ability to navigate through the ‘red tape’. - Strong proficiency in using Availity to determine eligibility and submit authorization requests. - Proficiency in Google Suite applications and electronic health record (EHR) systems. - Familiarity with HIPAA regulations and patient confidentiality requirements. - Strong task/project management experience. Demonstrated ability to execute independently, with high accountability to get the job done. - Excellent communication skills, both verbal and written. - Exceptional attention to detail and accuracy. - Ability to work independently and as part of a multi-faceted team in a fast-paced environment. - Comfortable working in a fast-paced environment. - High school diploma or equivalent; associate or bachelor’s degree preferred. Requirements - The expected annual salary for this role is between $52,000-55,000. Actual starting salary will be determined on an individualized basis and will be based on several factors including but not limited to specific skill set, work experience, etc. Benefits - 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).

• Serve as the L2 escalation point for complex issues, using root-cause analysis to identify patterns and drive durable resolutions • Ensure minimal downtime through prompt issue resolution and proactive system monitoring • Maintain clear, timely communication with users throughout the support lifecycle • Administer Okta including RBAC policy configuration, group management, and provisioning/deprovisioning workflows • Manage Google Workspace user lifecycle, org unit structure, security configurations, and advanced settings • Administer Kandji (MDM) for macOS fleet management including device enrollment, policy configuration, app deployment, and compliance enforcement • Support RBAC audits, access reviews, and privilege hygiene in alignment with HIPAA and security policy • Manage SaaS application provisioning in coordination with IT leadership and security standards • Support collaboration tools including Slack, Zoom Phone, and Zoho platforms • Support company-wide onboarding and troubleshooting for approved AI platforms and productivity tools • Assist with access administration and license management as AI tool adoption scales • Contribute to AI-assisted automation of IT workflows (e.g., ticket triage, self-service workflows, knowledge base improvements) • Help staff get productive with AI tools through documentation, guidance, and light training support • Support employee onboarding and offboarding processes including device provisioning, account creation/deactivation, and access management in coordination with the L1 support team • Maintain and contribute to onboarding runbooks and documentation • Assist in planning and delivery of IT projects, ensuring alignment with timelines and cross-functional collaboration • Create and maintain knowledge base articles, SOPs, FAQs, and instructional walkthroughs • Interact professionally with external vendors and stakeholders; support vendor onboarding and troubleshooting in coordination with IT leadership • Maintain security measures to protect sensitive data and systems in accordance with HIPAA • Support endpoint protection tools including SentinelOne and email security tools including Proofpoint • Ensure compliance with company policies and industry regulations • Escalate security incidents per established protocols and coordinate with the security team as needed

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 The Psychiatrist at InStride is responsible for providing high quality psychiatric treatment to our patients. The Psychiatrist is part of a multidisciplinary InStride team and also collaborates closely with families, primary care physicians, and outpatient prescribers to meet patients’ needs. The Psychiatrist creates and maintains a professional, friendly atmosphere for patients, families, InStride staff, and referring physicians, and demonstrates a commitment to InStride Health’s Mission and Core Values. Responsibilities: - Provide psychiatric evaluation, medication treatment plan, and ongoing medication management services to children and teens. - Collaborate with InStride care team and outpatient pediatrician (and psychiatrist if applicable) - Participate in clinical team meetings centered around patient care, collaboration, and education - Schedule patients as indicated and complete documentation in a timely and thorough manner - Provide feedback on workflow improvements and offer ideas for program growth and innovation What You Need to Succeed in the Role When hiring we do our best to ensure that there is a mutually strong fit, as it is a high priority to us that our team members who are caring for our patients and families feel great about the work they are doing! Here are some things that are important to us: - New Jersey MD licensure appropriate to clinical discipline and openness to acquiring medical licenses beyond NJ as we expand care to additional states - Commitment to compassionate, thoughtful treatment for those who seek your care - Expertise in medication management of children and teens struggling with anxiety, OCD, depression, and ADHD - Ability to complete documentation in a timely and thorough manner - Comfort with working on a care team - willing to provide support and comfort with seeking support when needed - Excellent written and interpersonal communication skills - Ability to work independently and professionally in a fast-paced environment; ability to be flexible - Ability to handle sensitive and confidential information in a manner that inspires confidence and trust - Basic computer skills, facility with and openness to new technologies - Cultural competence with regard to diversity and inclusion The starting annual salary for this role is $250,000, prorated to $62,500 for 0.25 FTE (10 hours per week). 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: - 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. - 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 (talent@instride.health) to verify its authenticity.

Role Description The Psychiatrist at InStride is responsible for providing high quality psychiatric treatment to our patients. The Psychiatrist is part of a multidisciplinary InStride team and also collaborates closely with families, primary care physicians, and outpatient prescribers to meet patients’ needs. The Psychiatrist creates and maintains a professional, friendly atmosphere for patients, families, InStride staff, and referring physicians, and demonstrates a commitment to InStride Health’s Mission and Core Values. - Provide psychiatric evaluation, medication treatment plan, and ongoing medication management services to children and teens. - Collaborate with InStride care team and outpatient pediatrician (and psychiatrist if applicable). - Participate in clinical team meetings centered around patient care, collaboration, and education. - Schedule patients as indicated and complete documentation in a timely and thorough manner. - Provide feedback on workflow improvements and offer ideas for program growth and innovation. Qualifications - Massachusetts MD licensure appropriate to clinical discipline and openness to acquiring medical licenses beyond MA as we expand care to additional states. - Commitment to compassionate, thoughtful treatment for those who seek your care. - Expertise in medication management of children and teens struggling with anxiety, OCD, depression, and ADHD. - Ability to complete documentation in a timely and thorough manner. - Comfort with working on a care team - willing to provide support and comfort with seeking support when needed. - Excellent written and interpersonal communication skills. - Ability to work independently and professionally in a fast-paced environment; ability to be flexible. - Ability to handle sensitive and confidential information in a manner that inspires confidence and trust. - Basic computer skills, facility with and openness to new technologies. - Cultural competence with regard to diversity and inclusion. Requirements - The starting annual salary for this role is $250,000, prorated to $62,500 for 0.25 FTE (10 hours per week). - Consistent starting salaries and salary bands to ensure clear paths for growth within roles. Benefits - 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).