Account Manager

Summary

Join SonderMind as a Veteran Affairs Account Manager and play a key role in connecting veteran clients to mental health services. You will serve as the primary liaison between SonderMind and Veterans Affairs Medical Centers (VAMCs), building relationships and ensuring timely, high-quality care. This primarily remote role requires strong communication and relationship-building skills, along with expertise in the VA's referral management system. You will collaborate with internal teams and VAMC staff to resolve barriers to care and improve operational efficiency. Success involves achieving monthly referral volume goals, maintaining high VAMC satisfaction, and contributing to SonderMind's veteran service offerings. The position offers a competitive salary and a comprehensive benefits package.

Requirements

• 5+ years of experience in a Customer Success, Customer Operations and/or Account Management environment, including at least 2 years of specific experience in Customer Success roles within the healthcare industry
• Professional experience working in or with the Department of Veteran Affairs and/or other healthcare organizations assisting in getting Veterans’ access to Community Care Network healthcare services
• Professional experience tactfully managing a network of customer relationships across multiple time zones
• Ability to have hard conversations with customers
• Ability to work independently and stay motivated to achieve the best outcomes for clients and the company
• Ability to work under pressure, maintain a sense of urgency, and find innovative solutions to accomplish tasks within imperfect systems
• Experience working within a highly cross functional environment to build relationships and align stakeholders to accomplish deliverables
• Strong, collaborative, optimistic nature with a “spirit of yes” who embraces resolution of challenges

Responsibilities

• Function as the primary point of contact for VAMC referral management representatives across specified SonderMind states to drive referral volume
• Develop and maintain the trust and confidence of 50+ key VA staff members, serving as the ‘human face’ of SonderMind’s provider group to the VA
• Recognize and adapt to the unique operational dynamics of each VAMC, gaining insights into site-specific needs and workflows
• Use this understanding to inform tailored engagement strategies and accurate volume projections, ensuring the ability to flexibly adjust to evolving requirements
• Act as the “Air Traffic Controller” alongside the Care and Referral Coordinators to resolve barriers to care for Veteran clients
• To include directly handling escalations with Nurses (RNs) and Medical Support Assistants (MSAs) and ensure compliance with VAMC administrative requirements
• Collaborate with other internal SonderMind teams (Provider success, Clinical Quality, etc.) as needed to facilitate Veteran access to care; identify patterns in barriers to care and inform changes to SonderMind’s Veteran offering to address these barriers
• Serve as a subject-matter expert on (a) SonderMind’s Veteran mental health service offering and (b) the VA’s referral management operational system and administrative requirements (e.g. HSRM, PPMS)
• Educate VAMC representatives (ie MSAs, RNs) on how to best leverage SonderMind’s offering and internal stakeholders on compliance with VAMC procedures
• Partner with the Veteran Affairs Team leadership to develop and execute strategies to achieve team performance metrics, improve operational efficiency, and better serve our Veteran clients
• Accountable for monthly referral volume, VAMC retention and satisfaction across within specified states
• Ensure VAMC staff inquiries (phone and email) are answered within minimal time, desirably minutes or hours. These requests are immediately triaged and coordinated with the Care Coordinators for execution. All requests are followed through to completion and all are results communicated back to the VAMC staff
• Support VA staff with the ongoing Request For Services lifecycle to ensure the timely decision regarding the extension of a Veteran’s care and addition of supplemental services
• Communicate key learning to both the VAMC staff and the SonderMind’s Care Coordination team to mitigate future recurrences of negative situations
• Educate all VAMC staff (new and existing) on what to expect when using SonderMind’s service offering and how they can best leverage the offering to meet their unique needs
• Contribute to ongoing efforts to scale and mature SonderMind’s Veteran offering, for example by providing VAMC-level insights and patterns creating barriers to care

Preferred Qualifications

• Professional experience servicing the Department of Veteran Affairs and Veterans as customers
• Personal experience navigating the Veteran Affairs Community Care Network healthcare system for healthcare services
• An ability to navigate technical systems and complex remote work environments
• Experience working in a fast-paced and rapidly evolving environment

Benefits

• 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!