Associate, Business Operations

About Protocol Behavioral Health

Protocol provides cancer-specific behavioral health treatment to patients by partnering with oncology clinics and cancer centers. Oncology patients are at heightened risk of mental health disorders and suicide, and those conditions negatively impact patient outcomes, treatment adherence, and total cost of care. Our approach is designed to meet patients where they are: emotionally, logistically, and financially. We deliver high-quality mental health support for cancer patients using the collaborative care model, integrated directly into oncology treatment centers.

The team consists of experienced healthcare operators and executives who have built and scaled partnerships across behavioral health, oncology, and value-based care. We are a fast-growing, early-stage company focused on expanding access to care through strong partnerships with leading oncology providers.

About the role

Reporting to the Senior Director of Operations, the Associate, Business Operations will support the day-to-day operations of our virtual behavioral health clinic. They will take on core operational responsibilities that keep our clinic running smoothly: managing patient referrals to handling scheduling changes, supporting billing workflows, and serving as the frontline for our internal helpdesk, among other key functions.

This role is meant for someone who is driven and inspired by the mission and motivated by a highly ambitious team. This is a role ideal for someone who is organized, proactive, and excited to grow in a fast-moving, early-stage healthcare environment.

In this role you will:

• Manage the administrative workflow of new patient referrals, build out accurate patient records, and support outbound appointment reminders.

• Field incoming patient phone calls, route requests to providers, coordinate scheduling changes, and ensure a smooth virtual front-desk experience.

• Serve as the first line of support for the internal clinic helpdesk, triage issues, and escalate items to the Operations team as needed.

• Support daily virtual clinic operations by maintaining accurate schedules, updating systems, and keeping providers informed of changes.

• Assist with billing administration tasks, including gathering information, updating records, and routing issues to the billing team.

• Maintain data accuracy across EMRs, trackers, and internal tools while identifying process gaps and operational issues to escalate or improve.

Who are we looking for?

• 0–2 years of experience in operations, administrative support, customer service, or healthcare-related roles.

• Located in (or willing to work) Eastern Time Zone.

• Strong organizational skills, attention to detail, and comfort juggling multiple tasks.

• A problem-solving orientation: you can think through issues and make good judgment calls.

• Comfort with ambiguity, change, and the scrappy nature of an early-stage company.

• Genuine interest in working in behavioral health and supporting patient care.

• Spanish-language proficiency is a plus!

Why work at protocol?

Working at Protocol Behavioral Health means joining a purpose-driven team at the forefront of transforming cancer care through compassionate, integrated mental health support. Every team member plays a vital role in addressing one of the most overlooked challenges in oncology: ensuring patients have timely access to high-quality behavioral health care. With a leadership team composed of seasoned experts from top healthcare and behavioral health organizations, Protocol offers a rare opportunity to learn from the best while helping build something truly meaningful from the ground up.

We foster a collaborative, mission-first culture where innovation, empathy, and excellence are not just encouraged, they're expected. Employees benefit from flexible remote work, competitive healthcare coverage, generous paid time off, and the fulfillment of knowing their work directly improves lives. If you're looking to grow professionally while making a tangible difference in healthcare, Protocol could be a great fit for you.