Zevo Health

Operations

• Lead, mentor, and manage a distributed Account Operations team across multiple locations.
• Take ownership of operational performance and client satisfaction across all accounts.
• Set clear objectives and KPIs for the team and hold yourself and the team accountable for delivery.
• Foster a collaborative, high-performance culture focused on quality and accuracy, problem-solving, accountability, process improvement and client-first thinking.
• Identify operational challenges proactively and implement solutions to prevent issues before they impact clients.
• Oversee the day-to-day scheduling and workforce planning activities for all client accounts.
• Proactively ensure client schedules are planned 3 months in advance with clinicians to identify bottlenecks and inefficiencies in scheduling processes, implement solutions and improvements.
• Ensure Account Operation Leads are equipped and empowered to resolve scheduling conflicts and escalations independently.
• Collaborate with Clinical teams and Service Delivery Managers to balance clinician availability and client needs across regions.
• Flag scheduling challenges and risks that cannot be resolved early and clearly to SDMs and SLT to ensure risks are mitigated effectively, and client expectations are managed.
• Own the operational reporting process across all client accounts, ensuring timely, accurate, and actionable insights.
• Take accountability for designing, owning and continuously evolving the operating rhythm for client reporting to ensure all contributors engage at the right time to meet deadlines.
• Take accountability for ensuring all reporting data is accurate and produced on time.
• Lead the team to deliver automation and simplification along the process as the reporting sophistication evolves.
• Translate workforce data into meaningful recommendations to improve efficiency and client satisfaction.
• Drive continuous improvement initiatives based on data and trends, ensuring measurable results.
• Ensure the team provides accurate scheduling, reporting, and operational inputs to support client onboarding.
• Support the Service Delivery Manager with information on escalations and complex client inquiries.
• Ensure high-quality operational support and adherence to SLAs and contractual obligations.
• Proactively identify and resolve operational challenges within the team’s scope.
• Identify system and lead process improvement initiatives to optimize efficiency, consistency, and scalability.
• Act as a solutions-focused champion for process standardization and operational excellence, driving consistent quality across all clients and minimizing operational impact on the clinical team and clinician network.
• Empower the team to identify problems, propose solutions, and implement changes independently, ensuring changes are implemented consistently across all clients.
• Work closely with Clinical teams, Service Delivery Managers, Talent Acquisition and other stakeholders to ensure seamless service delivery.
• Promote a culture of shared responsibility, problem-solving, and accountability across teams globally.

Account Operations Team Lead

Therapist

• Provide one-to-one counseling online and in person.
• Facilitate in-person and remote group well-being interventions aimed at enhancing resilience and fostering healthy working relationships.
• Implement short-term, solution-focused interventions such as CBT, ACT, and SFBT.
• Assess and manage clinical risk to ensure client safety and well-being.
• Lead creative sessions using modalities such as art, movement, music, food, and culture.
• Maintain timely, clear, and accurate case notes and record session data.
• Keep clear and prompt communication with the clinical team.
• Collaborate with the Clinical Team Lead and adhere to professional and ethical standards.
• Stay informed about developments in Trust & Safety to ensure best practices.

Psychologist, Psychotherapist

Counselor

• Deliver one-to-one in-person counselling sessions, addressing a range of psychological and emotional issues.
• Deliver onsite group and peer support sessions aimed at enhancing resilience, developing healthy coping skills and fostering positive working relationships.
• Implement short-term, solutions focused interventions such as CBT, ACT and SFBT.
• Manage clinical risks effectively, ensuring the safety and well-being of all client's employees.
• Assess cases for trauma related to exposure to graphic content and follow Zeo Health's escalation procedures.
• Evaluate and manage risks of harm to self or others, including minors, when necessary.
• Facilitate creative sessions such as arts and crafts, music sessions, mindful colouring.
• Review and familiarize yourself with training preparation materials in advance of onsite sessions.
• Timely management and completion of administrative duties, including tracking group session data and completion of individual case notes on the platform.
• Always maintain professionalism on client sites and adhere to site guidelines.
• Respond promptly to emails and messages from Clinical Team Leads and Operations, ensuring clear and timely communication to support collaborative efforts and client satisfaction.
• Attend monthly peer support sessions with Clinical Team Lead as you require.
• Keep up to date with the latest Trust & Safety information to maintain knowledge.
• Adhere to professional and ethical guidelines set by discipline specific governing and licensing bodies.

Licensed Mental Health Counselor

• Provide one-to-one counselling online and in-person.
• Facilitate in-person and remote group well-being interventions aimed at enhancing resilience and fostering healthy working relationships.
• Implement short-term, solution-focused interventions like CBT, ACT, and SFBT.
• Assess and manage clinical risks, ensuring the well-being of clients.
• Facilitate creative sessions utilizing mediums such as art, movement, music, food and culture.
• Maintain timely, clear and accurate case notes and track session data.
• Maintain clear and timely communication with the clinical team.
• Collaborate with the Clinical Team Lead and adhere to professional and ethical guidelines.
• Stay informed about the latest developments in Trust & Safety to ensure best practices.

Account Operations Team Lead

Psychologist, Psychotherapist

Licensed Mental Health Counselor

Psychological Counselor/Psikolojik Danışman