Operations Manager

Luma Mental Health Network - Operations Manager

The Entity:

Luma is a virtual mental health care provider operating within the Injury Bridge network ecosystem. It delivers virtual mental and behavioral health services to patients across the personal injury case lifecycle, ensuring individuals who require psychological support as part of their recovery receive consistent, high-quality, and well-documented care that supports both their wellbeing and their case.

The Role:

Luma is currently a contained and intentionally built operation, with a smaller team and a defined patient population. The opportunity is to build, shape, and develop the operation to a high standard, fast referral turnaround, consistent care quality, and steady month‑on‑month volume growth as the broader program matures.

This role is well suited for a Director of Operations who wants to fully own an operation, build leadership credibility in a performance-driven environment, and demonstrate what disciplined management looks like in practice.

You will own and run Luma’s full operations, including scheduling, billing and records, and collections. You will work alongside an Operations Manager to drive team performance.

Key Responsibilities:

Patient coordination and care delivery

• Own conversion performance from intake to completed base exam.
• Ensure referrals are sent promptly following visit completion in line with defined service standards.
• Maintain care continuity for active patients, including follow-up scheduling, re-engagement of no-shows, and coordination across providers.
• Submit a weekly Luma performance summary covering conversion performance, referral turnaround, visit volume, and any operational or team issues.

Team management and performance

• Manage the Luma patient coordination team, including day-to-day performance oversight, scheduling, capacity planning, and development.
• Set and hold a clear, consistent standard of performance.
• Address underperformance directly and promptly.
• Support hiring as Luma scales and ensure new team members reach full productivity quickly and reliably.

Volume growth and operational improvement

• Deliver targeted month-on-month case volume growth as the program develops through proactive operational readiness and capacity management.
• Identify and surface process improvement opportunities.
• Ensure SOPs are documented, maintained, and followed consistently, recognizing that operational discipline at small scale enables long-term scalability.
• Maintain and establish strong vendor and stakeholder relationships.
• Foster strategic external partnerships and collaborative initiatives that support sustainable program expansion and operational efficiency.
• Lead cross-functional operational initiatives to improve workflow execution, service delivery, and scalability.

What We Are Looking For:

Required experience

• 3–5 years of operations or team management experience with direct responsibility for team performance metrics.
• Demonstrated ability to consistently hold a team to a high standard.
• Strong organizational discipline, including proactive tracking, follow-through, and communication.
• Comfort operating in a metrics-driven environment with clear performance accountability.
• Clear and direct communication with team members, managers, and stakeholders.

Preferred expereince

• Background in healthcare operations, patient coordination, or a clinical administrative environment.
• Experience managing a small, high-performance team where individual output is visible and consequential.
• Familiarity with mental or behavioral health services.
• Experience in a fast-growth or founder-led organization.

Compensation

Base salary is commensurate with experience and includes a performance-based bonus component - $90,000-$110,000 \+ Bonus