Startup Operations Lead - Swell Health

Reports to: Founder/CEO of Swell 

About Swell:

We all want less people to struggle with their mental health, but unfortunately the demand for therapy has outstripped the global supply of therapists. Very few of those left accept any insurance at all, especially the military’s. 

As a result, the most in-need people can’t get help in the 1:1 model now, and millions more who struggle with more mild symptoms are totally left out. Swell is solving that. 

What makes us unique in addition to our target market is our full-circle approach to mental healthcare. We’ll meet each person exactly where they are by combining totally new categories of self-guided preventative & early interventional mental health care with traditional 1:1 therapy in one platform.

We launched our video therapy marketplace at our first base (Fort Campbell) in January of last year. Since then we’ve grown over ~12X, secured contracts with Tricare and Humana Military, and facilitated nearly 2000 therapy sessions with military families on our platform.

Now, we’re building out the proprietary self-guided side of our therapy app. This app uses behavioral psychology & AI and to help clients learn skills and frameworks for improving their relationships with themselves and others outside of a 1:1 session. 

About the Role

• Must be invested in Swell’s vision & in this role for the long haul (the compensation package includes a generous stock package so that Swell’s success is your success). 
  

• Must be dedicated to creating processes & solving problems. 
  

• Must always be learning & have a curious mindset.
  

• Must be incredibly resourceful. You don't get to dead-ends of "I don't know". You instead believe "I can figure anything out".
  

This role, like most in a startup, will wear many hats. The ideal candidate can create structure around these responsibilities and a daily schedule that’s sustainable as we scale.

**Note: You don’t have to have previous experience doing any one of these things (we taught ourselves how to do most of it) - you just need to be self-activating & willing to learn (quickly)!

Client operations (~12 hours/week):

• Call, email & text clients throughout the day (onboarding & ongoing operations)
  

• Create & track ongoing client surveys
  

• Submit insurance billing & do biweekly reconciliation (sounds harder than it is)
  

• Credential therapists with insurers
  

• Track credentialing status and proactively engage therapists in the pipeline
  

• Write & maintain SOP documentation
  

• Support hackathons & other integrations within local startup community 
  

• Support regulatory compliance (ensure we stay on top of licenses / annual reports / etc) 
  

• Report on progress/issues proactively
  

• Identify and implement strategies to resolve inefficiencies & scale operations 
  

• Contribute ideas and roll up your sleeves for projects outside of your area
  

• Light office coordination (order & organize supplies / participate in maintaining the workspace)
  

 About you

• You see the tremendous value and impact that improving mental health will have in our world. You share Swell’s vision and want to be a part of making it a reality.
  

• You thrive in a highly accountable, highly visible environment. (We all know exactly what everyone is working on and every person is responsible for meeting deadlines and moving Swell forward.) 
  

• You take initiative. You see a problem, you get into the arena and lead the fix.
  

• When thinking about the way things are done, you’re willing to challenge norms and ask “how can this be better?” to improve the status quo.
  

• You have a high EQ and work well with others who do. You are a clear, proactive, and respectful communicator. You respond well to thoughtful, direct feedback. 
  

• You’re ready to be all in on shaping the future at Swell, contributing to discussions around how we work, how we get better, and how we right the ship when we inevitably take a wrong direction.
  

• You want to work in a startup and grow with Swell. You want to see our product in the world. You want to work on tough problems. You’re ready for a high-growth, energy-intensive phase in your life (that’s what the next 3 years at Swell will be like).
  

• Equity ownership in Swell 
  

• Medical, dental, and vision benefits 
  

• 11 company-wide observed holidays + 1 floating personal holiday (to celebrate individual cultural and religious holidays)
  

• 3 weeks paid time off (2 are company wide - one in the winter and one in the summer)
  

• Opportunity for direct 1:1 mentorship from the CEO (who's also an experienced ops leader: 2x founder + former TPM & product manager at Lyft, Kinsa & Athos)  
  

• Opportunity to define a set career path with measurable milestones to move up into a leadership role at Swell over time (if you choose)
  

*Note on salary - to keep things fair and balanced across our team, we decide on compensation for roles upfront and then communicate it transparently. This way, salaries aren’t dependent on negotiating skills or subjective traits that leave room for bias. At Swell, salaries are standardized for each role and level within the team, and printed on the job post.

This position starts at $40K. There’s also a $5K (annual) company performance bonus and a generous stock option grant (0.25%). For more experienced applicants, we’ll consider increasing the performance bonus/options grant.

The company performance bonus is based on achieving key company milestones, ensuring that everyone contributes to and benefits from Swell's success.

Equal Opportunity

Individuals of all colors, backgrounds, religions (or lack thereof), sexual orientations, and gender identities who are passionate about helping people bring about meaningful, measurable change in their lives are encouraged to apply.