Clinical Operations Manager

Who are we and why should you join us?

We are looking for a hard-working, passionate, fast-paced individual with experience providing direct clinical care to join our Clinical Operations Team with an emphasis in insurance processes and auditing. Our Clinical Operations teammates are the liaison between BetterHelp members, the therapists, insurance payers, and the technology platform; and they consistently help our company to improve efficacy and quality between all parties.

You are a self-starter with a growth mindset that spans clinical quality, business development, and the knowledge of the ins-and-outs of insurance auditing and processes. With your experience and opinions from direct clinical care, you are confident in your abilities to apply the best of “what’s working today” in the mental healthcare system and insurance practices, while being a vocal proponent of what “red tape” should be eliminated or redesigned to better serve clients and their therapeutic progress.

This is a role that is primed for extreme individual career growth and development, combined with the opportunity to change how mental healthcare services are accessed both domestically and internationally.

What will you do?

• You will provide support via email, phone, and chat on a daily basis to our rapidly growing counselor network, in order to ensure they are always well-equipped to provide high-quality clinical care to our members.
• You will be responsible for performing routine chart audits to ensure accuracy and quality of clinical records and documentation needed for compliance with insurance
• You may assist in developing or enhancing operating procedures associated with insurance acceptance on the BetterHelp platform
• You will act as a point of escalation for complex customer and counselor questions to ensure quality Improvement, and you will organize cross-functional teams as needed to resolve any escalations.
• You will be accountable for auditing qualitative, quantitative, and/or episodic data and provide fair, actionable, and constructive clinical feedback to counselors.
• You will monitor the clinical capabilities and relevant work experience of counselors applying to be part of the BetterHelp platform
• You will proactively conduct outreach and maintain productive communications with counselors to get feedback, improve satisfaction, and prevent churn.
• You will learn how to articulate new product ideas and/or enhancements to existing product features for our Engineering Team, and you will work with them to get those ideas implemented
• You will stay up to date with the regulatory environment, with support from our Legal Team and our Provider Network Team, and you will clearly communicate changes to the organization to support compliance with mental health ethical and legal standards.
• You will work closely with Creative Director and participate in public speaking events, media interviews, and appear on BetterHelp's social media channels

What will you NOT do?

• You will NOT worry about funding. We have startup DNA, but we're fully backed and funded by our parent company, Teladoc Health.
• You will NOT be confined to your "job". We believe in nurturing employees’ interests and passions – even if some of them lie outside of your core responsibilities.
• You will NOT be bogged down by office politics, egos, or bad attitudes. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get burned out. We work hard, but we also believe in maintaining sustainable work/life balance. Seriously.
• You will NOT have to wonder why you’re doing the work you’re doing. Our day-to-day operations translate into people getting the help they need.

Can I work remotely?

Yes. We operate in Pacific Time and candidates in any time zone are welcome to apply. We also ask our employees to travel to our Mountain View, CA office up to three times per year and to one company offsite to collaborate in person in order to build better working relationships and experience our in-office culture. Travel expenses will be covered and reasonable accommodations will be made for those under unique circumstances who cannot travel.

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 and
• 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

Bonus (Great to have, but not required)

• 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
• Any piece of hardware or software that will make you happy and productive
• An awesome community of co-workers

The base salary range for this position is $90,000-$110,000. In addition to the base salary, this position is eligible for a performance bonus and the extensive benefits listed here (subject to eligibility requirements): Teladoc Health Benefits 2024. Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.