Care Operations Associate

Marble Health•New York, NY

6d•$60,000 - $90,000

About The Position

Marble is building the new operating system for youth mental health by connecting schools, therapists, and health plans on a single platform to unlock access to care today and raise the standard of care for tomorrow. Last year, 1 in 10 teens attempted suicide. At the heart of this crisis is a severe lack of access to quality, affordable care. When kids can't get help, problems compound and preventable tragedies follow. Marble partners directly with school counselors to get students into care quickly by connecting them to licensed therapists through the insurance coverage they already have, with no waitlists. We're an early-stage, fast-moving team. The people who join now will shape how we build and what we build. The moment a family is referred to Marble is one of the most important moments in a student's care journey. As a Care Operations Associate, you'll own that moment by guiding families from referral to intake with speed, clarity, and empathy, often within 24 hours. You'll manage a high-volume caseload, engage with families across multiple touchpoints, and work closely with our Growth, Product, and Engineering teams to unblock cases and strengthen the processes that help families access care. This is a role for someone who thrives in fast-paced environments, brings warmth and steadiness to high-stakes conversations, and is energized by the direct impact of getting kids into care.

Requirements

3+ years of professional experience, ideally in a startup or high-growth environment that required ambiguous problem solving
Experienced in high-communication roles that involve structured phone or video conversations — you're comfortable managing volume without sacrificing quality
Builds trust quickly with families, counselors, and teammates — warm, clear, and steady even in stressful moments
Works through complexity and ambiguity with curiosity and calm; spots patterns, uncovers blockers, and finds practical paths forward
Highly organized who manages a detailed caseload with discipline, keeps clean notes, and maintains reliable daily rhythms
Brings positive energy and stamina to high-volume, high-impact work
Mission-driven and energized by improving access to mental health care for kids

Responsibilities

Manage a caseload of referred families, serving as their trusted point of contact from referral through intake
Engage with families across phone, email, and other channels — answering questions, resolving blockers, and navigating complex cases with clarity and empathy
Keep families moving toward intake through consistent follow-through and re-engagement
Collaborate with Growth, Product, and Engineering to unblock cases, streamline workflows, and improve the tools that support your day-to-day work
Surface real-time patterns on where families get stuck and share feedback on product, tools, and messaging to improve the intake experience