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    Care Navigation Manager/Director, Enterprise - San Francisco, CA, United States - SonderMind

    SonderMind
    SonderMind San Francisco, CA, United States

    3 weeks ago

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    Description
    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.

    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.

    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)
    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
    Develop and document care navigation handbook, outlining workflows & guidelines
    Collect and action feedback from clients, providers, and partners through surveys and direct conversations
    Evaluate current tasks, team structure and technology processes
    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.

    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
    ~ to drive conversion and increase access to care
    ~ 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
    ~ 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
    401K retirement plan with 100% matching on up to 4% of base salary
    Application Deadline

    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.

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