Remote Clinical Operations Manager

Summary

The job is for a Clinical Operations Team member focusing on providing direct clinical care support to BetterHelp's counselor network. The role involves daily email, phone, and chat support, chart audits, developing or enhancing operating procedures, escalating complex questions, providing feedback to counselors, monitoring counselor applications, proactive outreach, articulating new product ideas, staying updated with regulatory environment, and participating in public speaking events. Remote work is allowed, but employees are expected to travel to the Mountain View, CA office up to three times per year.

Requirements

• Graduate degree (Masters or Doctorate) in counseling, psychology, or social work
• Knowledge of utilization management procedures, clinical documentation, claims submission and chart auditing required for insurance acceptance
• Knowledge of state and federal laws pertaining to patient confidentiality
• Have at least 1 year of good-standing experience as a BetterHelp therapist in the last 2 years
• Analytical and metrics driven, with a proven track record of making decisions based on data
• Ability to understand and respect different therapeutic approaches, even if it is not your own preferred approach
• Have great communication skills including public speaking
• Comfortable and competent to participate in media interview and appear on BetterHelp's social media channels
• Ability to work independently and to thrive in a fast paced, high pressure environment
• Excellent organizational, problem-solving, decision-making, conflict resolution, and critical thinking abilities
• Tech-savvy: being able to grasp, operate, and master complicated computer systems
• Strong attention to detail
• Reliable internet connection
• Must pass background check

Preferred Qualifications

• Experience working directly with therapists in various settings
• Experience with consumer businesses
• Understanding of data analysis and ability to interpret results
• Experience iterating on and optimizing an existing product feature, program, and/or business process

Benefits

• Competitive compensation
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• Unrivaled perks program (including free therapy, UberEats, and more)
• Remote work with regular in-person bonding experiences sponsored by the company
• Office in the heart of downtown Mountain View, a three-minute walk from Caltrain
• Commuter benefits, FSA accounts, and Employee Stock Purchase Programs
• The chance to build something that changes lives – and that people love