Clinical Consult Liaison - San Francisco, United States - Octave

Description

Job Description

Octave is a modern behavioral health practice creating a new standard for care delivery that's both high-quality and accessible. With in-person and virtual clinics in multiple states, the company offers evidence-based individual, couples, and family therapy, while pioneering relationships with payers to make care more affordable through insurance. By raising the bar on how care is delivered and how providers are supported, we are building a sustainable system that values equity, affordability, and effectiveness.

The Clinical Consult Liaison will be the ultimate guide to Octave for our provider network and play a key role in their operational success. We want to do our very best for our providers whose values and experience align with Octave's mission by facilitating a seamless onboarding process for new providers, and continuously ensuring high quality support throughout the provider life cycle. This requires thorough knowledge of our provider workflows and procedures with an ability to communicate effectively when support is needed.

The ideal candidate has mastered the art of communication, executed on process improvement projects, and enjoys crossing things off your to-do list. They have demonstrated an ability to be a strong team player, are detail-oriented, and tech savvy with a customer friendly mindset. They are highly organized, performance driven, and thrive on making sure all their ducks are in a row. They enjoy keeping busy and identifying ways to improve operational efficiency.

This exempt position will report to the Manager of Clinical Consult. The position is fully remote with a work schedule of 10am-6pm PST.

• Embody Octave's mission to deliver extraordinary care in every interaction with providers.
• Serve as the point of contact to the contracted therapist by taking front line responsibility for issue resolution, answering questions and providing effective and timely follow-up (inquiries via Zendesk and Slack).
• Responsible for relationship development and engagement of contracted therapists through frequent, open communications.
• Manage and facilitate the overall onboarding experience for contracted therapists to ensure they are set up for success before they see their first Octave client.
• Facilitate one-on-one provider support meetings to identify, troubleshoot, train, and/or check in as needed.
• Become a subject matter expert in our tools and work streams to iterate and improve them as we grow.
• Partner with internal and/or cross-functional teams as needed.
• Initiate, track and follow up with regard to provider onboarding workflows.
• Drive engagement and proactive outreach to onboarding providers.
• Manage the overall onboarding experience for contracted therapists to ensure they are set up for success before they see their first Octave client.

• Minimum 3 years of experience working in an administrative, customer support and project management capacity, preferably in the healthcare industry.
• Experience and understanding of the mental health and/or telemental health space preferred.
• Experience onboarding new hires, building training collateral and conducting training.
• Detail oriented and impeccable organizational skills are a must.
• Excellent verbal and written communication and can adapt your approach to multiple groups.
• Strong roots in customer service, both internal and external.
• Ability to work independently, meet deadlines, and engage stakeholders effective to progress initiatives forward.
• Self-starter, willing to roll up your sleeves and be proactive and solution oriented.
• Nimble and open to frequent change, iteratives processes, and operating in a testing culture.
• We are a startup, so flexibility in role and the willingness to go outside of the exact job responsibilities is a requirement.
• If you're excited about this role and our mission, we encourage you to apply even if you don't believe you meet every single requirement or qualification in the job description.

The below values drive our day-to-day operations.

• We're human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We're willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your ideas, and help make this company better.
• Partnership paves the path ahead. We don't operate in a silo, internally or externally. To transform the system, we believe in working with others to create something bigger, better, and stronger.
• Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
• Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust – and always leave things better than we found them.
• There are people behind every data point. We recognize that numbers tell only one part of the story, and we also do the work to understand impacts at the individual level.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to frequently communicate with others through virtual meeting applications such as Zoom and Google Meet.
• Must be able to observe and communicate information on company provided laptop.
• Move up to 10 pounds on occasion.
• Must be eligible to work in the United States without sponsorship now or in the future.

Octave is committed to pay equity. To maintain our commitment to pay equity, Octave will follow Pay Transparency regulations on all open job postings. Current Pay Transparency laws require companies to include a position's salary or hourly wage range (not including bonuses or equity-based compensation) in any internal or external job posting. This requirement extends to job postings published by a third party at an employer's request.

Octave will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Octave's legal duty to furnish information.

Starting pay for qualified applicants will depend on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is set forth below and this range may be modified in the future.

The salary range for this role is $70,000 - $80,000.

Additionally, this position is eligible for the following benefits: company sponsored life insurance, disability and AD&D plans. Voluntary benefits such as 401k retirement, medical, dental, vision, FSA, HSA, dependent care and commuter/parking options are also available. Octave offers generous Paid Time Off as well as paid parental leave benefits.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Application Instructions:

Please complete the following application. Please note that the U.S. Equal Opportunity Employment Information questions below are used for the purposes of EEOC reporting and are optional to complete. Octave is unable to change these questions and we acknowledge that many of the U.S. Equal Opportunity Employment Information questions are not inclusive or affirming of all aspects of cultural identity. Octave is committed to an inclusive workplace environment, and this information will not inform how we approach hiring or employment.