SMU Business Intelligence and Analytics is hiring a
VA Account Manager

Summary

The job is a partnership role at SonderMind connecting Veteran clients with Community Care mental health services. The employee will serve as the primary point of contact for VAMC referral management representatives, act as an 'Air Traffic Controller' to resolve barriers to care, educate VAMC representatives, and partner with the Veteran Affairs Team leadership to develop strategies to improve operational efficiencies.

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
• Ability to have hard conversations with customers
• Ability to work independently and stay motivated to achieve the best outcomes for clients and the company
• Experience working within a highly cross functional environment to build relationships and align stakeholders to accomplish deliverables

Responsibilities

• Serve as the primary point of contact for VAMC referral management representatives across all SonderMind markets
• Develop and maintain professional, trusting and empathetic relationships with 50+ individuals; be the ‘human face’ of SonderMind’s provider group
• Act as the ‘Air Traffic Controller’ alongside the Care Coordinators to resolve barriers to care for Veteran clients and ensure compliance with VAMC administrative requirements
• Collaborate with other internal teams (provider success, revenue operations, clinical, 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). 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 improve operational efficiencies across the Veteran Affairs Team to better serve Veteran clients and meet team performance metrics

Preferred Qualifications

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

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