Market Operations Support Specialist

At Author Health, we’re revolutionizing how mental health care is delivered, and we want you to be part of it! Our mission is to bring compassionate, high-quality care to people with serious mental illness, substance use disorders, and dementia, including older adults. We don’t just treat symptoms.
We treat people — fully, holistically, and with heart! Through our virtual first, innovative care model, we deliver community-based wrap-around outpatient mental health care inclusive of psychiatric, psychotherapeutic and care management services. We partner with primary care providers, hospitals, families, and caregivers to keep patients out of the hospital and empower them to live healthier, more connected lives.
At Author, inclusivity isn’t a checkbox. It’s how we build trust and drive better outcomes! We honor the unique cultures, identities, and stories that shape every patient’s experience, and we’re creating a workplace where team members can show up as their full selves, too.
If you’re driven by purpose, ready to shake up the status quo, and eager to make a real impact on people’s lives, we’d love to meet you. Let’s build the future of mental health care together!
Position Overview:
The role will provide administrative and operational support to Author Health's Market Operations Team. This role is responsible for managing recurring and ad hoc tasks across data management, reporting, scheduling coordination, and quality review activities, helping ensure day-to-day operations run accurately and efficiently. The ideal candidate is highly organized, detail-oriented, and comfortable working with data and multiple business systems. They should be able to manage multiple tasks, maintain accuracy, and work both independently and as part of a team.
Roles and Responsibilities:
• Patient & Clinical Operations
o Monitor daily admissions, patient prioritization, and Outreach Liaison (OL) assignments.
o Conduct weekly audits to identify patients with 14+ days of active hospital admission.
o Manage daily chase lists for cases not automatically assigned through Maya, including priority engagements, psychiatric admissions, ADT alerts, pilots, and special requests.
o Verify insurance status and create new patient charts for OLs as needed.
o Monitor referrals from new partners and coordinate follow-up with the Market Development Lead team.
• Partner Reporting & Communications
o Manage weekly patient reporting and partner communications, including responding to patient status and Author Health service inquiries while maintaining full HIPAA compliance.
o Maintain accurate partner report distribution lists.
o Support weekly PCP outreach in Florida and Texas through Friday communications, tracking opt-outs and updating patient records when PCP information changes.
• Data & CRM Maintenance
o Maintain accurate partner, facility, and clinic information across HubSpot and the Contact Matrix, including new contacts, directory updates, and referral-based additions.
o Maintain OL assignments in HubSpot across all entities.
o Manage monthly OL/FTC territory assignments for PCP offices and hospitals and keep the internal assignment directory up to date.
• Scheduling & Logistics
o Coordinate bulk and ad hoc PFL orders for MDLs and clinics.
o Manage OL calendar blocks and support patient intake scheduling, including assignments outside standard service-radius criteria.
o Provide OLs with on-demand support for urgent field questions and time-sensitive operational needs.
• Monitoring & Auditing
o Monitor daily StaySafe/Solo Protect logins and safety check-ins.
o Audit OL pilot task completion and manually review discrepancies or inconsistent data.
o Provide administrative support during daily market huddles.
o Conduct ad hoc leadership-directed audits to assess team efficiency, compliance, and quality metrics.
Required Qualifications:
o Bachelor’s degree in any field
o At least 1-2 years of experience in healthcare operations, care coordination, administrative support, or a related field is preferred.
o Experience using CRM platforms; HubSpot knowledge is an advantage.
o Ability to navigate and interpret data dashboards and reporting tools (Looker or similar BI tools).
o Understanding of HIPAA regulations and experience working with confidential patient information.
o Proficiency with Google Workspace (Docs, Sheets, Gmail) and Microsoft Office.
o Experience in a healthcare or health-adjacent setting preferred.
o Amenable to work Monday to Friday on U.S. business hours (Eastern Time)
o Must be willing to work in Makati
o Willing to work full-time onsite.
Attributes:
o Strong attention to detail and ability to complete tasks accurately with minimal supervision.
o Excellent written communication skills, including the ability to compose clear and professional emails.
o Able to manage multiple tasks, prioritize work effectively, and meet deadlines.
o Capable of handling confidential and sensitive information with professionalism and discretion.
o Comfortable reviewing data, identifying inconsistencies, and escalating issues when needed.
o Team player with a proactive attitude and the ability to work effectively with colleagues and stakeholders in different locations.