Ophelia

• Determine individualized treatment plans for patients; facilitate changes to treatment plans when patients are not improving as expected, either independently or consulting with a more experienced provider. • Use motivational interviewing, behavioral activation and other behavioral interventions as needed to motivate patients to remain in care and adherent to their treatment plan. Conduct behavioral health / psych evals for the suite of psych services we treat (depression, anxiety, insomnia, etc.) • Systematically track treatment response and monitor patients for changes in clinical symptoms and side effects, treatment adherence, the effectiveness of treatment or complications, and prescribe or queue the appropriate medications • Provide patient education on OUD and MOUD • Document all patient encounters in Ophelia’s EHR in a timely and high quality manner

• determine individualized treatment plans for patients; facilitate changes to treatment plans when patients are not improving as expected, either independently or consulting with a more experienced provider. • use motivational interviewing, behavioral activation and other behavioral interventions as needed to motivate patients to remain in care and adherent to their treatment plan. Conduct behavioral health / psych evals for the suite of psych services we treat (depression, anxiety, insomnia, etc.) • systematically track treatment response and monitor patients for changes in clinical symptoms and side effects, treatment adherence, the effectiveness of treatment or complications, and prescribe or queue the appropriate medications • provide patient education on OUD and MOUD • Document all patient encounters in Ophelia’s EHR in a timely and high quality manner

• Treatment Plans: determine individualized treatment plans for patients; facilitate changes to treatment plans when patients are not improving as expected, either independently or consulting with a more experienced provider. • Behavioral Interventions: use motivational interviewing, behavioral activation and other behavioral interventions as needed to motivate patients to remain in care and adherent to their treatment plan. Conduct behavioral health / psych evals for the suite of psych services we treat (depression, anxiety, insomnia, etc.) • Monitor/Medication Management: systematically track treatment response and monitor patients for changes in clinical symptoms and side effects, treatment adherence, the effectiveness of treatment or complications, and prescribe or queue the appropriate medications • Education: provide patient education on OUD and MOUD • Charting: Document all patient encounters in Ophelia’s EHR in a timely and high quality manner

Role Description As a Certified Recovery Specialist, you will follow defined processes and protocols to ensure our patients receive consistent, high-quality care. You will engage directly with Ophelia patients, providing holistic support across a wide range of areas, including: - Resource Connection: Helping patients access vital community resources, benefits and social services. - Care Navigation: Clarifying care plans and helping patients stay actively engaged in their treatment. - Clinical Partnership: Working closely with the clinical team to flag concerns early and facilitate warm handoffs and referrals that actually land. What Success Looks Like: - This is a good fit for someone who is comfortable building trust with patients through consistent, purposeful contact over time. - Understanding that in a virtual care setting, good documentation is part of good care. Reporting Structure: - This role reports to the Program Manager for Care Navigation. In this role, you will: - Manage an active caseload of patients with open social needs, developing and maintaining individualized care plans. - Reach patients by SMS and phone to assess needs, clarify barriers, and keep cases moving — building rapport through consistency, but maintaining efficiency and ease for the patient. - Research targeted resources for each patient based on their specific situation, like insurance status, location, income, and the actual barrier they’re facing. - Follow cases through to confirmed resolution. - Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients seeking support on a wide range of issues. - Prioritize effectively across multiple channels: switching between calls, messages, meetings, texts, and Slack to deliver patient-centered care. - Interact and problem-solve with multi-disciplinary teams such as Enrollment Coordinators, Financial Counselors, Clinicians and Tech team to ensure a safe and excellent patient experience. - Resolve issues related to prescriptions and insurance/pharmacy authorizations. - Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards. - Work autonomously and as part of a team within established procedures and practices. - Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results. Qualifications - An attention to detail, and a commitment to high quality documentation to deliver a seamless patient journey through care navigation. - An ability to move patients along a care continuum, from identifying a barrier to full issue resolution; with steps clearly and concisely documented and communicated along the way. - Experience delivering outstanding patient experience or customer support, ideally at a telehealth or direct to patient healthcare company. - Experience de-escalating highly emotional conversations and communicating with empathy and respect to vulnerable patient populations. - A collaborative mindset and ability to build rapport in a remote first work environment. - High integrity, honesty, ability to build trust and maintain a strong sense of accountability. - A bias for action and getting things done: proactively taking on work without prompting, swiftly implement solutions, and achieving results efficiently and effectively. - Experience solving problems that do not have clear or obvious solutions. Requirements - Meets criteria for CRS as outlined below, or has CRS certification already. Important Role Note: We are looking for someone who is, or is willing to become a Certified Recovery Specialist. If needed, we will reimburse training costs for certification. Please note that there are several requirements to enroll in a Certified Recovery Specialist program: - Must either live or work in Pennsylvania. - A minimum of 18 months of recovery in a continuous manner of personal, lived experience. - Minimum high school diploma/GED. Veterans may provide discharge documentation in lieu of a high school diploma/GED. Benefits - Competitive medical, vision, and health insurance (many plans are fully covered for the employee!). - Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure. - 10 company holidays. - Work From Home Stipend. - 401k Contribution Platform. - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others! Company Description Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.

Role Description We're building a telehealth practice that operates across dozens of states — and this role keeps that engine running smoothly. You'll work across three interconnected areas: - Making sure clinicians are licensed where they need to be - Keeping our clinical systems running - Helping us stay ahead of patient demand On any given day you might be: - Updating a cross-state licensing matrix - Troubleshooting an e-prescribing issue - Flagging a capacity gap before it becomes a problem If you like variety, improving processes, care about the details, and efficiently document how things work — you'll fit right in! Qualifications - 1–3 years in Clinical Operations, Healthcare Ops, or a highly regulated coordination role; multi-state or telehealth experience is a plus - Familiarity with the credentialing lifecycle; collaborative agreement or payer enrollment experience is a bonus, not a requirement - Comfortable with clinical platforms (Acuity, AthenaOne, or similar EHRs); e-prescribing experience helpful (DoseSpot a plus) - Experience tracking project timelines or handling coordination tasks for multi-state expansions is a huge plus - Strong Excel/Sheets skills; an interest in learning data-driven decision-making (SQL is a plus, not a requirement) - You naturally write things down, build SOPs, and leave a process cleaner than you found it - You're genuinely curious and eager to learn — whether that's a new state's licensing rules, a clinical workflow you've never seen, or a better way to structure a spreadsheet Requirements - Partner with Clinical Leadership and Licensing/Credentialing team to absorb, document, and execute against state-by-state licensing, DEA, and collaborative agreement rules - Maintain our state-by-state licensing strategy so clinicians hold the licenses they need to see patients across our full footprint - Source and match CPs for NPs/PAs, keeping supervisory ratios and state-specific structures compliant as we scale - Support the handoff from credentialing to payer enrollment so clinicians move from licensed to billable without unnecessary lag - Serve as a primary responder for clinical technical issues (e.g., pharmacy integrations, e-prescribing platforms, internal EHR workflows) - Spot friction in the "patient-to-prescriber" journey and help test and rollout system fixes that increase daily throughput - Troubleshoot errors and translate technical "glitches" into clear instructions for our engineering team to fix - Coordinate the manual "puzzle pieces" of clinician transfers during routine patient reassignments and clinician transitions - Maintain visibility across hiring cohorts and license readiness to support smooth onboarding - Help us identify "bottleneck states" where licensing is lagging behind patient demand Benefits - Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) - Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure - 10 company holidays - Work From Home Stipend - 401k Contribution Platform - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

Role Description As one of the first members of the Ophelia team that a patient will interact with, our Care Coordinators are integral to creating a best-in-class patient experience that supports Ophelia's ability to grow and achieve our mission. As a Patient Engagement Specialist, you are the Care Coordination team's first point of contact for patients. You will be highly available for patients, creating a rich and safe patient experience, quickly understanding and addressing patient's concerns and needs. The support provided will align with our Ophelia Care Model and CC Service Offering, intended to keep patients in care and improve patient outcomes. In this role, you will follow defined processes and protocols that ensure our patients receive consistent, high-quality care. You will manage all inbound communication, quickly assessing the urgency of the need and either managing or triaging to the most appropriate team. You will engage directly with Ophelia patients providing support across a wide range of areas including: - Scheduling visits with a member of the Ophelia clinical team - Supporting and finding ways to improve visit attendance - UDS coordination - Maintaining and updating patient data - Technology troubleshooting - Discharging patients To be successful in this role you will become proficient in various technology platforms and channels of communication that Ophelia team members use to communicate and support our patients. You will be quick and efficient in delivering compassionate, patient-centered communication that enables access to visits, triaging medical concerns, addressing requests promptly, and ensuring adequate documentation. This role reports to the Patient Engagement Lead Care Coordinator. In this role, you will: - Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing assistance - Prioritize effectively across multiple channels: switching between SMS, EMR, phone, meetings, and Slack to deliver patient-centered care - Provide patients with advocacy, in the form of emotional support, de-escalation, education, and modeling good problem-solving behavior - Use effective written skills to complete professional documentation through various platforms - Follow Ophelia's policies and maintain all confidentiality, compliance, and ethical standards - Work autonomously and as part of a team within established procedures and practices - Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results Qualifications - Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company - Strong organizational skills and a keen eye for detail: experience maintaining patient records and accuracy in responses - Tech-savvy: comfortable using various computer platforms, with navigating new systems, and efficient in tech-related tasks - Experience working in a high-volume communication environment, ideally within a ticketing system or similar tool - A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively - An aptitude for resilience and adaptability to change that is frequent in a start-up environment - Flexibility to work some combination of evenings and or weekends and occasional Holidays Benefits - Remote work anywhere in the United States - Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) - 20 days of PTO per year - 10 company holidays - 401k Contribution Platform - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

Role Description As IT Systems Engineer III, you will improve Ophelia's IT systems by focusing on seamless integration, automation, and security to elevate our employee experience. In this complex role, you will balance hands-on execution with full ownership of IT improvement projects. You will be responsible for: - Developing plans and executing our IT strategy. - Ensuring the highest quality standards across all projects. - Communicating clearly and proactively to bring stakeholders along. You will oversee and collaborate with the team at our managed service provider for IT issues, serving as their escalation point for Level 3 issues, approvals, and architectural decisions. Your role will also be the driving force in our security and IT roadmap progress, working towards third-party certification, likely SOC 2 Type II (and/or possibly HITRUST). Your role reports directly to our Chief Technology Officer and will collaborate with our Engineering team, People team, Legal & Compliance team, and support all employees across the organization. You will also participate in our Security & Compliance committee and meetings, reporting on risks and responses. To be successful in this role, you should demonstrate a deep passion for technology and be excited about IT systems, IT capabilities, employee IT experience, and creating a highly effective and secure environment. Qualifications - 5+ years experience in IT systems engineering. - Experience with SCIM, SAML, and security systems. - Experience with ITSM, IdP/IAM, MDM along with OU and directory structures. - Experience with IT automation and reporting. - Background in a regulated and/or secure industry, ideally healthcare. Requirements - Ability to own complex projects, working with technical and non-technical stakeholders. - Stellar collaboration and communication skills. - Exceptional time management skills. - Independent problem-solving skills of complex technical challenges. - Habits of a technician including constant improvement and learning. - Passionate about our mission to make evidence-based addiction treatment universally accessible. Benefits - Competitive medical, vision, and health insurance (many plans are fully covered for the employee). - Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure. - 10 company holidays. - Work From Home Stipend. - 401k Contribution Platform. - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others.

Role Description Our clinical team consists of primarily mid-level (PA/NP) providers, and as we continue to expand care will need the support of additional Collaborating Physicians to join the team. The primary responsibility of the Part-time Physician is an administrative role as a Collaborating Physician for our midlevel providers (PAs/NPs) across all our practicing states. Each of our clinicians is managed by an internal Clinical Management team to ensure quality care, documentation review, and best practices are being followed according to our policies and protocols. Collaborating Physicians will be able to work closely with Clinical Management team on an as needed basis, join Clinical Team meetings, Grand Rounds, and smaller clinician Pod meetings to stay connected to the clinical work being conducted at Ophelia. On a quarterly basis the Collaborating Physician will be responsible for signing off on required documentation / chart reviews that will initially be conducted by our Clinical Management team with notes regarding any inadequacies. Our goal is to ensure the administrative role of the Collaborating Physician is fully supported by the Clinical Management team. Key Responsibilities - Execute documentation establishing supervisory relationships in a timely manner, per state requirements - Maintain licensure and all required registrations to prescribe controlled substances in all states with supervisory relationships - Quarterly chart reviews (monthly if state requires) - Meet all legal requirements of individual state supervisory relationships - Attend two 30 min Ophelia team meetings per quarter Qualifications - Licensed MD in Pennsylvania and/or New Jersey; and the ability to become licensed in multiple states - Experienced in addiction medicine / MOUD - Board Certified in Internal Medicine, Family Medicine or Addiction Medicine Compensation Structure (Stipend-based) - $800 for first month (paperwork, shadowing, learning the model) - Monthly Stipend per number of NP/PAs supervised; will adhere to the limitations of PAs Time Requirements - Tier 1: 5 - 10 relationships; 2 hours per month - $525 - Tier 2: 11 - 15 relationships; 3 hours per month - $700 - Tier 3: 16 - 20 relationships; 4 hours per month - $875 - Tier 4: 21 - 25 relationships; 5 hrs per month - $1050 - Included in the estimated time framework above are: - Onboarding/Getting Started (one time) - 4-5 hours - Quarterly Chart Reviews - Team Meetings - 1 hour per quarter - Clinician touch points - 1-2 hours per month Benefits - #LI-Remote Company Description Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone. Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost six years and we're excited to continue our growth. We are a team of physicians, scientists, entrepreneurs, researchers and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.

Role Description Ophelia’s Telehealth Triage RN are the primary point of contact for active Ophelia patients with clinical questions or needing additional support. Triage RNs have experience working with patients with substance use and are comfortable conducting ongoing medication management, performing check-in calls and urine drug screens, assessing bridge prescription requests, and identifying escalation events requiring clinical oversight. We are looking for a full-time Telehealth Triage RN to work 40 hours per week with the following schedule: - Sunday - Thursday 10am - 6pm - Your schedule may include some weekends off with rotation on Friday. Duties and Responsibilities: - Manage inbound clinical communication with patients - Manage all bridge prescription requests - Provide brief interventions using evidence-based treatments such as behavioral activation, problem-solving treatment, and other focused treatment activities, as needed - Troubleshoot pharmacy issues - Conduct check-in calls for our most vulnerable patients - Identify and manage escalation events and triage non-progressing or complex patients to clinicians - Support medication management by communicating with patients regarding medication dosing, interactions, and taking meds as prescribed; discussing comfort medications during the induction phase, and educating patients on proper dosing method of buprenorphine - Facilitate communication with all clinicians about active clinical issues - Provide thorough documentation in EMR on all patient encounters Qualifications - Registered Nurse - Active License in Compact State; Active NY License (can't live in NY) - OUD experience (preferred) Requirements - Full-time (40 hour) availability; Sunday - Thursday - Rotating availability to support flexible scheduling needs Benefits - Remote work anywhere in the United States - Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) - Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure - 10 company holidays - Work From Home Stipend - 401k Contribution Platform - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

Role Description Ophelia is entering a new chapter of scale. As we expand our reach, we are looking for a Senior Manager of Service Design & Workforce Management to lead the evolution of our patient services infrastructure. This is a high-impact role sitting at the intersection of Capacity Planning and Process Engineering, designed for a leader who loves to build from the ground up. Your mission is to engineer a high-precision, intent-based operation. You will be the architect of a predictive engine that anticipates patient needs across SMS, phone, and ticketing channels. By combining data-driven forecasting with smart service design, you will help us achieve an efficient patient-to-coordinator ratio, ensuring our care remains both high-quality and optimized as we grow toward 2027. - Design the Future State: Lead the discipline of Workforce Management at Ophelia. You’ll implement sophisticated Erlang C-based models that ensure we always have the right support available for our patients at the right interval. - Engineer Intent-Based Routing: Design the logic that identifies a patient’s specific needs and routes them to a coordinator with the corresponding skill. Ensure our systems handle triage seamlessly so our team can focus on care. - Cross-Functional Orchestration: Partner closely with a variety of teams including our frontline coordinators, clinicians, and clinical operations to translate complex care workflows into technical requirements. Work hand-in-hand with our Tech team to ensure our platforms and tools support the practical reality of day-to-day patient care. - Optimize the "Coordinator Journey": Map out our internal workflows to identify opportunities for automation. Design UI/UX improvements and data integrations that surface the "story of the patient" immediately, reducing manual search time. - Own the Roadmap: Serve as the business owner for our CCaaS and WFM platforms (exploring tools like Talkdesk and Genesys). Prioritize high-frequency tasks for automation each quarter to consistently buy back capacity for the team. - Partner for Impact: Work closely with Finance and Executive leadership to develop ROI models and staffing proposals. Use evidence-rooted insights to justify headcount and tooling investments that support our expansion. Qualifications - 5+ years in WFM Strategy, Operations Leadership, or Service Design. Backgrounds from high-growth tech, startups, or the vendor space are welcome—healthcare experience is a plus, but not a requirement. - Deep, technical mastery of volume forecasting, interval-level staffing, and Erlang C models. Understanding of industry standards and how to apply them to a modern omnichannel environment. - Proven ability to align stakeholders with different priorities toward a shared operational goal. - Enjoyment of the "scrappy" phase of growth. Comfortable building initial baselines and manual models while working toward the implementation of enterprise-grade tools. - Ability to translate complex analytics into clear, executive-level presentations that lead stakeholders through change. - Familiarity with omnichannel CCaaS routing and WFM software (e.g., Nice, Five9, or Genesys) and an interest in how EMR integrations can drive efficiency. Benefits - Remote work anywhere in the United States - Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) - Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure - 10 company holidays - Work From Home Stipend - 401k Contribution Platform - Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!