Senior Associate, Clinical Escalations

Summary

Join Headway's Clinical Escalations team as a Clinical Senior Associate and contribute to building a new, accessible mental healthcare system. You will lead cross-functional collaboration to resolve provider concerns, investigate escalations, and implement proactive interventions. The role requires clinical operations experience, creative problem-solving skills, and collaboration with various teams. Headway offers a competitive salary, comprehensive benefits, and equity compensation. The position is remote with optional office locations in NYC, San Francisco, and Seattle. Help Headway improve mental healthcare access for millions.

Requirements

• You have a background in clinical operations, clinical risk management, compliance, patient safety, or have a clinical background
• You are a creative thinker – with demonstrated passion for reimagining how behavioral health quality is defined, measured, and operationalized. This likely means you’ve worked in health plans, health systems, and / or value-based healthcare startups
• You are a collaborator – eager and adept at working in concert with customer support, compliance, clinical and legal teams
• You are a problem solver - you have worked to build workflows that can increase efficiency and improve patient or provider experiences

Responsibilities

• Lead cross functional collaboration between customer experience, compliance, and legal teams to triage incoming reported provider concerns
• Collaborate with the customer experience and compliance team to update and implement scalable operational procedures for provider concern resolutions
• Full ownership of 1:1 provider escalation investigation, remediation, and termination processes, stemming from patient-reported grievances, health plans, and other external reports
• Assess and implement proactive interventions through trend and gap analysis of provider complaint types, and design and implement early-stage risk mitigation processes
• Draft responses to common patient and provider inquiries, ensuring accuracy and adherence to communication standards
• Develop and train materials for customer experience team in provider escalation management processes

Preferred Qualifications

Bonus points if you have experience in a health tech environment

Benefits

• Equity compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development