Care Navigation Manager/Director, Enterprise

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 Enterprise Business. You and your team will support bespoke client intake processes and member engagement strategies across SonderMind's Enterprise partners: payors, health systems, veterans, employers, and other strategic partnerships. This is an opportunity to set the strategy & vision to build a best-in-class care navigation team that uses both technology and human interventions to deliver exceptional outcomes to our Enterprise partners. Your team will develop processes that meet clients where they are in their mental health journey, ensuring SonderMind gets them the care they need. You will collaborate closely with SonderMind's product and technology leaders to set and execute your vision for technology automation. 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 Enterprise.

Essential Functions

• Set strategic vision for Care Navigation function to drive scale, efficiencies, and higher yield (the rate at which our referrals are successfully connected to care) for SonderMind's Enterprise businesses (Payors, Health Systems, Veterans, Employers, and other Strategic Partnerships)
• Develop bespoke client intake processes for SonderMind's Enterprise businesses using both technology tools and human interventions
• Improve conversion rate by ensuring clients are getting into care efficiently across all Enterprise businesses
• 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 Navigation team responsible for all client-facing operations and engagement activities across SonderMind's Enterprise businesses

• Ensure SLAs and KPIs are being met for SonderMind's Enterprise contracts
• 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 Clinical programs as needed

What does success look like?

• First 30 days: Evaluate current tasks, team structure and technology processes
• First 60 days: Set strategic vision for team and function while prioritizing technology investments on product roadmap. Begin executing against this vision by building both human processes & product capabilities
• First 90 days+: Improve quantitative yield metrics, while setting the foundation for operations that can scale as our inbound volume increases by 2x, 5x, 10x

Who You Are

• 9+ years of experience leading and scaling care coordination / customer success teams at large or growth-stage healthcare companies
• Owned end-to-end processes for converting clients into care using both technology tools and human intervention
• Significant experience working with Enterprise Partners (e.g. Health Systems, Payors, etc.) to drive conversion and increase access to care
• Track record of working with Technology & Product to co-develop solutions that improve yield and ability to scale
• Proven 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: clinical expertise and deep understanding of mental health industry and clients

Our Benefits

The anticipated salary range for this role will be between $140,000-180,000.

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
Therapy coverage benefits to ensure our employees have access to the care they need
Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA and FSA options
Employer-paid disability & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to eight (8) weeks of short-term disability leave
Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition)
401K retirement plan with 100% matching on up to 4% of base salary

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.