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Care Coordination Services, Manager



Denver, CO, USA · Remote
Posted on Wednesday, May 22, 2024

About SonderMind

At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental healthcare that produces high-quality outcomes for patients. SonderMind's individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them, should they choose to use their insurance. From there, SonderMind's clinicians are committed to delivering best-in-class care to all patients by focusing on high-quality clinical outcomes. To enable our clinicians to thrive, SonderMind defines care expectations while providing tools such as clinical note-taking, secure telehealth capabilities, outcome measurement, messaging, and direct booking.

To follow the latest SonderMind news, get to know our clients, and learn about what it’s like to work at SonderMind, you can follow us on Instagram, Linkedin, and Twitter.

About the Role

As the leader of the Care Navigation function, your role will be crucial to growing and optimizing SonderMind’s Care Coordination organization. You and your team will support client intake processes and member engagement functions across SonderMind’s D2C, payors, health systems, veterans, employers, and other strategic partnerships. This is an opportunity to build a best-in-class care navigation team that uses both technology and human interventions to deliver exceptional outcomes to our clients and partners. Your team will develop and execute processes that meet clients where they are in their mental health journey, ensuring SonderMind gets them the care they need. You will be responsible for yield (the rate at which our referrals are successfully connected to care) across all Enterprise segments and report to the VP of Customer Success & Operations.

Essential Functions

  • Support strategic vision for Care Coordination function to drive scale, efficiencies, and higher yield (the rate at which our referrals are successfully connected to care) for SonderMind’s D2C, Health Systems, Veterans, Employers, and other Partnerships)
  • Deliver results related to client intake processes, using both technology tools and human interventions
  • Improve conversion rate by ensuring clients are getting into care efficiently across all client sources
  • Work closely with Tech & Product leadership to co-develop, build, and implement solutions that scale while helping our prospective clients get connected to care as quickly and efficiently as possible

Manage, grow, and develop an effective Care Coordination team responsible for all client-facing operations and engagement activities

  • Ensure SLAs and KPIs are being met
  • Develop and document care navigation handbook, outlining workflows & guidelines
  • Collect and action feedback from clients, providers, and partners through surveys and direct conversations
  • Support and launch new programs as needed

What does success look like?

  • First 30 days: Review current tasks, team structure and technology processes
  • First 60 days: Provide recommendations for continued improvement based on existing foundation and established processes while evaluating technology investments on product roadmap. Begin evolving the vision by building both human processes & technology capabilities
  • First 90 days+: Improve quantitative yield metrics, while continuing to evaluate and recommend future team operations that can scale as our inbound volume increase by 2x, 5x, 10x

Who You Are?

  • 3-5 years experience in a Care Coordination function
  • 2-3 years of experience leading care coordination teams at large or growth-stage healthcare companies
  • Supported end-to-end processes for converting clients into care using both technology tools and human intervention
  • Experience working with Enterprise Partners (e.g. Health Systems, Payors, ec.) to drive conversion and increase access to care
  • Proven leadership, project-management and organizational skills
  • Experience working in Salesforce and data analytics platforms (e.g. Looker)
  • Strong written and verbal communication and ability to influence and facilitate cross-functional projects
  • Mission driven individual that’s passionate about the mental health industry

Preferred Education/Experience

  • Experience in mental healthcare startups

Our Benefits

The anticipated salary range for this position will be $100,000-140,000 per year.

As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.

Our benefits include:

  • A commitment to fostering flexible hybrid work
  • A generous PTO policy with a minimum of three weeks off per year
  • Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
  • Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
  • Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
  • Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition which allows between 8-16 weeks of paid leave)
  • 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
  • Travel to Denver 1x a year for annual Shift gathering
  • Fourteen (14) company holidays
  • Company Shutdown between Christmas and New Years
  • Supplemental life insurance, pet insurance coverage, commuter benefits and more!

Application Deadline

This position will be an ongoing recruitment process and will be open until filled.

Equal Opportunity

SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.