Homeoffice Head of Operations na Mae Health, Inc

MEET MAE

Mae is a venture-backed digital health solution on a mission to improve the health and quality of life for mothers, babies, and those who love them. Mae has created a space where complete digital care meets culturally-competent on-the-ground support. We address access gaps and bolster physical and emotional well-being through continuous engagement, risk assessment, early symptom awareness, and a community-led model of support for our users.

Digital solutions to address cultural deficits in care are at the forefront of femtech innovation and Mae is quickly gaining traction with healthcare payers as a viable solution to address the implicit, explicit, and structural biases that hinder equitable maternal health. In addressing whole-person care and focusing on self-advocacy, education, and community, we seek to improve the outcomes for mothers and birthing people, while also reducing clinical costs of care, at impactful scale. See what we’re doing at www.meetmae.com and @maehealthinc on Instagram.

At Mae, we are: 

• Solution-Oriented. We make every problem an opportunity to improve.
• Curious. We demonstrate focused curiosity.
• Mission-connected. We ensure mamas and doulas are heard.
• Adaptable. We learn, adapt, and execute.
• Data-driven. We quantify the uncertainty.
• Accountable. We own our decisions and their outcomes.
• Transparent. We don’t hide the hard stuff.

Mae is looking for a Head of Operations who is passionate about maternal health equity. The Head of Operations is a leadership role responsible for the quality and performance of health plan operations, with both team management and team oversight responsibilities. The Head of Operations will play a critical role in ensuring we deliver on our contractual obligations to our health plan partners and achieve Mae’s clinical and quality targets. While the primary focus is on Mae’s health plan related operations, this role will also drive cross-functional process improvements and strategic operational initiatives to drive overall business performance. 

The Head of Operations will report directly to the Chief Operations Officer and directly manage the Claims & Billing Team and the Members Services Team Manager. 

Key responsibilities include: 

• Claims & Billing Team Management
  • Manage a team of billing specialists who are responsible for processing Mae’s health plan claims and doula payments
  • Ensure quality and performance standards are defined for core processes and meet the needs of the business
  • Report high level billing trends including denials and underpayments, proactively identifying opportunities for improvement in billing processes to minimize risks
  • Collaborate with Compliance in managing improper billing investigations and fraud, waste, and abuse prevention
• Member Services Team Oversight
  • The Member Services Team Manager will report directly to the Head of Operations. The Member Services team is a health plan member's first point-of-contact with Mae during enrollment and delivers support and care coordination throughout a member's journey on Mae's platform.
  • The Head of Operations will act as a process and quality consultant for the Member Services Team Manager to:
    • Ensure quality and performance standards are defined for mission-critical processes and meet the needs of the business, 
    • Ensure internal tools and workflows are optimized for scale,
    • Monitor high-level trends and proactively identify opportunities for improvement,
    • Collaborate with product, engineering, and leadership teams to implement designed changes to workflows, tools, and standards
  • The Head of Operations will directly oversee and report on Mae’s end user customer support performance & trends (e.g. first-response and resolution objectives)
  • The Head of Operations will directly oversee and report on Mae’s member grievance management (e.g. timeliness to resolution, repeated grievances, adherence to procedures)
• Internal Tool Ownership: Maintain a detailed understanding of internal tools critical to health plan operational processes (e.g. third-party billing platform, customer support ticketing platforms, internal VOIP/phone system)
• Quality, Change Management & Process Improvement Initiatives (as needed/aligned):
  • Evaluate the comprehensiveness & quality of procedural documentation and develop strategies to improve and align to a cohesive internal standard
  • Define and implement strategic change management initiatives to improve quality, performance, and efficiency
  • Drive process optimization initiatives using data-driven methodologies such as Lean, Six Sigma, or similar frameworks
  • Collaborate with cross-functional teams to implement process improvements and ensure alignment across departments
  • Report on operational performance and present findings and recommendations to leadership for strategic decision-making
  • Maintain oversight of member engagement and billing related product enhancements

• Bachelor’s Degree
• 5+ years experience in operations and/or process improvement roles
• People management experience
• Strong understanding of quality management systems and performance measurement frameworks (e.g., KPIs, SLAs)
• Demonstrated experience developing and managing standard operating procedures and documentation
• Change management or organizational development experience
• Exceptionally organized and process oriented
• Thoughtful, strategic, and efficient
• Strong, proactive, and responsive verbal and written communicator

Preferred Experience:

• Master’s Degree (e.g. MBA) or Process Methodology Certifications (e.g. Lean, Six Sigma)
• Experience in regulated industries (e.g., healthcare, finance, manufacturing)
• Experience working in fast-paced or start-up environments

Benefits include

• Competitive salary and equity
• Healthcare, dental, and vision benefits
• 401K with matching

Additional Information

• Salary range: $120,000 - $130,000 annually, depending on experience
• 40 hours/week expected (standard business hours, Monday - Friday)

All your information will be kept confidential according to EEO guidelines.

We are currently only hiring US based applicants and are unable to sponsor visas. 

Mae Health Participates in E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.