Grow Therapy

Customer Success Manager

• Re-engage prospective and early-stage clients through timely, high-empathy outreach via phone, SMS, and email. This includes those who submitted inquiries but haven’t booked, canceled/no-showed their first session, or may be uncertain about their provider fit.
• Coach clients through key moments of decision-making, providing clarity on platform tools (e.g., messaging, rescheduling, rematching), addressing hesitation, and offering provider support options that meet their evolving needs.
• Document and track client interactions using tools like Intercom to maintain a clear record of communication, surface trends, and ensure timely follow-up throughout the client journey.
• Partner with internal teams including Clinical, Provider Operations, and Support to resolve issues quickly, share insights, and ensure a seamless handoff for escalated or complex cases.
• Champion continuous improvement by identifying recurring pain points or engagement barriers, advocating for client needs, and contributing to cross-functional efforts to enhance the overall care experience.

Client Success Specialist, Referrals

Accountant

• Own core accounting processes, including Revenue and Accounts Receivable, Payroll, and Accounts Payable, ensuring accuracy, timeliness, and compliance with GAAP.
• Execute and support month-end close activities, including preparing and maintaining accurate financial records and general ledger activity to support internal reporting and decision-making.
• Support financial audits and tax compliance, and provide necessary documentation and support.
• Partner closely with cross-functional teams to support growth initiatives and ensure accounting processes scale effectively with the business.
• Identify, recommend, and implement process improvements that increase efficiency and reliability.

Staff Accountant

Operations

• Manage and improve key workflows that increase the velocity of payor launches.
• Assist in pulling reports, analyzing trends, and turning insights into action.
• Track and monitor the health of payor launches, owning key metrics, flagging issues, and troubleshooting processes.
• Collaborate across teams like Credentialing, Billing, Growth, Customer Support, and Technology.

Operations Associate, Payor Launch

Data Analyst

• Scope, design, build, and maintain dashboards, reporting tools, and data models to enable self-service access to key metrics and ensure data accuracy, consistency, and accessibility across teams.
• Enable business leaders to make data-driven decisions by translating their business needs into the appropriate analytical tools and metrics to answer strategic and operational questions.
• Elicit and synthesize data-driven insights into clear narratives and recommendations that influence decision-making, including recurring business reviews, strategic planning sessions, and ad hoc deep dives.

Business Data Analyst, Business Analytics

Business Analyst

• Analyzing customer sentiment data collected from internal users & external audiences to identify pain points & opportunities
• Pulling internal data across different data sources to size impact on KPIs
• Creating presentations that combine quantitative findings with qualitative insights
• Working with various Business Operations stakeholders on identifying key questions, translating to a project plan, and sharing back findings & recommendations

Lead Insights Analyst, Customer Insights

People Operations

• Build, hire, and lead a high performing People Operations team by setting clear vision, priorities, operating rhythms, and standards for execution.
• Influence the long-term operating model for People Operations to support future scale.
• Own end-to-end employee lifecycle operations, including onboarding, employee changes, leaves, offboarding, documentation management, background checks, work authorization, and compliance administration.
• Oversee payroll, benefits administration, leaves of absence, immigration, and people compliance with a strong focus on accuracy, trust, risk mitigation, and employee experience.
• Partner closely with People Business Partners, Finance, Legal, and IT to build and operate the operational backbone of the People function.
• Design and scale a foundational shared services model for the People team that establishes clear ownership, service levels, and operating norms across Talent Acquisition, People Business Partners, People Analytics & Insights and People Operations.
• Lead the adoption of AI across People Operations to improve productivity, accuracy, and the employee experience, including building and scaling an AI-enabled People Help Desk with strong self-service capabilities and proactive issue resolution.
• Own and evolve people systems strategy, implementation, and ongoing optimization, including vendor management, change management, access controls, integrations, and continuous improvement.
• Design and implement scalable workflows, documentation standards, approval chains, and compliance checkpoints that reduce friction while maintaining quality and consistency.
• Establish and monitor operational and system health metrics, using people data (and partnering with Director, People Analytics & Insights when applicable) to drive decisions, prioritize work, and continuously improve the People environment.
• Partner with the Director of Talent Enablement, Finance, and other key stakeholders on benefits strategy, including broker relationship management, new hire enrollment, open enrollment, vendor management, and ongoing benefits education.
• Lead complex cross functional initiatives and first iteration transformation work, including major people systems implementations and related change management.
• Anticipate future scale needs and proactively evolve systems, operations, and norms ahead of growth.

Senior Manager, People Operations

Customer Support

• Troubleshoot and resolve issues Clients and Therapists raise via Phone and Live Chat.
• Dig deep into problems in order to help identify root causes and work with our Product teams to improve the platform overall.
• Assist and educate customers on the Grow Therapy platform, providing great customer service to our Clients and Therapists.
• Serve as the customer's go-to resource and passionate advocate, ensuring both Clients and Therapists feel heard and supported throughout their journey with Grow Therapy.

Billing Support Specialist

Manager

• Lead, coach, and develop a team of Ops Associates on the Credentialing and Enrollment Operations team
• Oversee the design and implementation of payor builds or process improvements while protecting quality, compliance, and operational performance
• Manage the roadmap for ongoing improvements to operational workflows
• Work closely with the Manager of Credentialing Operations and the Manager of Enrollment Operations to identify process breakdowns, develop improvement plans, and implement solutions to resolve issues at scale
• Constantly ideate on how we can continue to improve our systems so that our infrastructure continues to scale as we increase our provider count and payor network

Manager, Credentialing and Enrollment – Special Projects

Marketing

• Write, edit, and test provider-facing communications for clarity, tone, and compliance.
• Enable and deploy email communications and initiatives to providers for cross-functional teams.
• Develop and manage a company-wide communications calendar to coordinate messaging and timing.
• Identify and implement nurture opportunities that strengthen provider relationships and brand sentiment.
• Support CRM (HubSpot) operations to enable lifecycle and retention initiatives.
• Collaborate with Community and Success teams to improve provider experience through timely, thoughtful messaging.
• Maintain feedback loops with internal stakeholders to refine communication effectiveness.
• Track engagement metrics and provide insights for continuous improvement.
• Regularly A/B test communications across the lifecycle to gain insights and refine communications.
• QA all cross-functional provider emails to ensure accuracy, consistency, and brand alignment.
• Continuously iterate and optimize communications across provider touchpoints to nurture our audience with relevant and resonant content.

Lifecycle Associate

Client Services Representative

• Troubleshoot and resolve issues Clients and Therapists raise via Phone and Live Chat.
• Dig deep into problems in order to help identify root causes and work with our Product teams to improve the platform overall
• Assist and educate customers on the Grow Therapy platform, providing great customer service to our Clients and Therapists.
• Serve as the customer's go-to resource and passionate advocate, ensuring both Clients and Therapists feel heard and supported throughout their journey with Grow Therapy.

Client Support Specialist I

• Support the preparation of recredentialing files for providers.
• Support the review of collaborative agreement documentation for completeness and alignment with state-specific requirements.
• Support to maintain accurate documentation and status tracking within internal systems (e.g., HubSpot, Verifiable).
• Support process improvements by surfacing trends, common errors, or opportunities for automation.
• Support responding to provider inquiries as needed.
• Support provider licensing initiatives as needed.

Specialist II, Credentialing Operations

• Ensuring our providers are credentialed in a timely manner by monitoring and maintaining the end-to-end submission process for 10-20 of our payors.
• Monitor our submission processes to make sure that all applications are submitted within SLA. Understand our submission protocols and update them as needed. Manage Virtual Assistants/BPO throughout this process.
• Monitor the follow up process applications, and communicate with the payors directly to ensure that applications are staying on-track.
• Conduct regular reviews to validate the accuracy of our internal credentialing data against the payor’s data to ensure our credentialing data serves as a source of truth across the organization.
• Maintain documentation for each process to ensure smooth operations.
• Work with the Revenue Cycle Management team on any Credentialing related claim denials.
• Assist in building out new payor operations as we onboard new payors.
• Create the Submission Protocol for new payors so that applications can be submitted in a standardized format.
• Work with the payor to understand the best way to follow up on applications, and document the process accordingly.
• Determine the best way to regularly review the accuracy of internal credentialing data whether it be requesting a report from the payor or checking a portal.
• Provide a synthesis of each payor’s credentialing operations to the Manager, Provider Enrollment on an as needed based off the data you’re monitoring in our credentialing system.
• Manage special projects as needed.

Specialist III, Provider Enrollment Operations

• Build and maintain automated workflows to keep our processes running smoothly.
• Design and execute complex analyses to support decision making within Insurance Operations and across departments.
• Own and monitor metrics that track the health of our Insurance Operations.
• Collaborate closely with Growth, Customer Support, and Technology teams to ensure stellar operational performance.