Role Description We are seeking a Care Operations Associate to play a critical role in ensuring smooth and efficient student care journeys by providing exceptional support to students and our clinic providers as we grow. This role requires a high attention to detail, strong understanding of healthcare operations, excellent communication skills, and a commitment to customer satisfaction. The associate will be responsible for resolving inquiries, troubleshooting issues, and guiding stakeholders through various healthcare processes. - Serve as the primary point of contact for administrative care support inquiries via phone, email, and chat, providing accurate, policy-aligned responses and ensuring compliance with all privacy and documentation standards. - Assist students with navigating online portals, activating care, scheduling appointments, and supporting their continuity of care process. - Collaborate with clinical providers, technical support, partner success and other internal teams to resolve complex issues and ensure seamless patient care. - Document all interactions and resolutions thoroughly and accurately in the customer relationship management (CRM) system and electronic health record (EHR). - Identify and escalate urgent or sensitive issues to appropriate personnel for immediate resolution. - Contribute to the development and continuous improvement of care operations workflows, standard operating procedures (SOPs), and training resources. - Handle complaints and concerns with sensitivity and professionalism, striving for positive outcomes. - Participate in training sessions and team meetings to enhance knowledge and skills. Qualifications - High school diploma or equivalent; Associate's or Bachelor's degree in healthcare administration, business, or a related field preferred. - 1-3 years of experience in a customer service role, preferably within a healthcare setting. - Strong understanding of healthcare operations, terminology, and common practices. - Strong problem-solving skills and precise attention to detail. - Excellent verbal and written communication skills with the ability to explain complex information clearly and concisely. - Demonstrated experience with owning a process end-to-end, troubleshooting issues beyond simple scripted solutions, and proactively suggesting process improvements based on observed pain points. - Compassion, patience, and a genuine desire to help others. - Proven ability to work within operational metrics and has familiarity with KPIs in healthcare or operations settings. - Ability to maintain confidentiality and adhere to all HIPAA guidelines. - Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously. - Metrics-driven mindset with demonstrated ability to meet or exceed operational KPIs while maintaining quality and accuracy standards. - Foster a collaborative team environment, particularly during high-pressure situations, by communicating complex information clearly and concisely. - Proficiency in Zendesk, Slack, Google Workspace, and experience working within CRM and EHR systems preferred. - Bilingual proficiency (English and Spanish) is a plus. Requirements - Hiring for the Following Shifts: - Monday to Friday 9am to 6pm Eastern - Monday to Friday 11am to 8pm Eastern - Saturday to Wednesday 11am to 8pm Eastern - Thursday to Monday 8:30am to 5:30pm Eastern Benefits - A chance to collaborate with a passionate, dedicated, and innovative team focused on elevating the student experience through mental healthcare. - Opportunities for professional growth through mentorship, cross-functional collaboration and skill development. - Competitive salary and benefits, including PTO, equity, health insurance, etc. - Compensation: $45,000-$48,000 / year - Medical, vision, and dental coverage for employees, spouses, and dependents. - 401(k) - Flexible work location. - Generous PTO, sick days, jury duty days, and bereavement. Three week sabbatical and $3,000 stipend after five years of continuous full-time employment. - Inclusive parental leave, equal for all parents. - $1,000 new-parent mental wellness benefit. - Commuter card, if you commute. - Access to One Medical. - Healthcare & Dependent Care FSA.

Role Description The Clinical Excellence Lead plays a critical role in elevating the quality, consistency, and performance of our respiratory therapy teams. Reporting to the Senior Clinical Manager, this role bridges clinical expertise with operational excellence — helping shape the standards, training, and day-to-day performance that define how we care for our patients. You’ll be a hands-on leader who supports your market’s therapists through coaching, audits, and project work — ensuring our clinical programs are compliant, efficient, and patient-centered. You’ll also play a vital role in training, process improvement, and quality oversight, serving as a trusted resource for both your market team and leadership. This is an ideal role for an experienced Respiratory Therapist who loves teaching, problem-solving, and making systems better — someone ready to influence how respiratory care is delivered at scale. Qualifications - A licensed Respiratory Therapist with a strong clinical foundation and passion for teaching. - A detail-oriented professional who thrives on quality, accuracy, and improving systems. - A mentor and role model who believes great care starts with great training. - A collaborator who works seamlessly with clinical, operational, and sales teams. - A change ambassador who embraces new tools and processes to make life better for RTs and patients alike. - Proven leadership, training, or mentorship experience. - Strong knowledge of clinical documentation and compliance standards. - Excellent communication and organizational skills. - Proficiency in Microsoft Office Suite or equivalent systems. - Valid driver’s license and clean driving record. Requirements - Champions clinical quality and compliance across your market — leads chart audits, quality reviews, and ensures adherence to documentation standards. - Maintains a small patient caseload to stay connected to the field and provide coverage for on-call needs when required. - Supports team development by helping onboard new RTs, running competencies, and reinforcing best practices through ongoing coaching. - Serves as the primary trainer for your market — delivering initial and continuing education, clinical skill refreshers, and SOP updates. - Collaborates on SOPs and training materials — helps draft and refine processes that improve efficiency, safety, and consistency. - Leads and contributes to special projects focused on process improvement, technology implementation, and performance outcomes. - Partners with the Senior Clinical Manager on market-wide priorities, helping to manage productivity, culture, and clinical excellence. - Participates in the company’s Performance Improvement (PI) and accreditation programs as needed. - Represents the company professionally at meetings, events, and with referral partners when clinical expertise is required. Benefits - Mission-driven culture focused on whole-person wellness and dignity. - Opportunities for career growth within the company. - Remote work environment. - Competitive pay and comprehensive benefits package: $86,000-$99,000 annual salary. - Health, dental & vision insurance. - 401(k) with employer match. - Life insurance.

Role Description The Manager Operations is responsible for overseeing the operational conduct of clinical trials at contracted medical institutions within a defined country or region in accordance with Milestone One contractual obligations. The Manager Operations provides leadership to Lead Site Coordinators and Site Coordinators, serving as a subject matter expert and escalation point for operational issues. This position plays a key role in staff development, process improvement, and continuous operational excellence. SCOPE OF RESPONSIBILITIES - Assesses feasibility of research protocols by reviewing clinical, operational, and resource requirements and recommending suitable trials for the medical institution. - Monitors the progress of budget negotiations and study activation timelines to support timely site readiness. - Manages the team of (Lead) Study Coordinators, oversees the quality and results of their work by monitoring and follow-up of study related reports, timesheets, site trackers and other operational tools to ensure satisfactory performance of the Milestone One team. - Drives process improvement and standardization of clinical trial operations in alignment with ICH GCP, regulatory requirements, MO1 Controlled Documents, by contributing to the development of operational guidelines, templates, and procedures. - Creates a work culture environment that promotes process transparency, accountability, and continuous learning. Qualifications - Associate degree in life sciences or similar. Business Management degree or certification is a plus. - Certifications ICH GCP Training - Minimum 5 years of clinical on the job experience, in a leadership position at a clinical research facility or Network experience is highly preferred. - Knowledgeable and direct experience in the full life cycle of clinical research activities from pre-award through close out. - Fluent use of English - Proficiency in MS Office - Valid category B driver’s license - Excellent communications skills - Excellent management skills, experience managing remote staff preferred. - Effective problem solving and result oriented - Accountable - Team leadership skills Benefits - Compensation: USD 115000 - USD 150000 yearly Company Description Milestone One is a Site Enabling Services organization with global headquarters in Zug, Switzerland. We understand what clinical study sites need and our overall mission is to support sites in stronger study delivery.

• Lead and manage global Phase I virology clinical trials from study start-up through closeout with minimal supervision • Drive overall study execution, timelines, deliverables, risks, budgets, and operational performance • Provide oversight and accountability for CROs, vendors, and cross-functional partners to ensure high-quality study execution • Build strong collaborative relationships with Clinical Operations, Data Management, Regulatory, Medical, Clinical Supply, Biometrics, and other stakeholders • Lead study team meetings by establishing clear agendas, facilitating productive discussions, documenting key decisions, and ensuring timely completion of action items • Proactively identify operational risks, develop mitigation strategies, and drive issue resolution before timelines or quality are impacted • Guide study teams through key transitions across the clinical trial lifecycle while ensuring seamless operational execution • Maintain oversight of study documentation, trial metrics, operational deliverables, and inspection readiness activities • Ensure compliance with GCP, SOPs, regulatory requirements, and sponsor expectations • Foster accountability across study teams while creating an environment of collaboration, transparency, and shared ownership • Contribute to process improvements and operational best practices that enhance study execution and team performance