Clinical Consult Liaison - San Francisco, United States - Octave

Octave
Octave
Verified Company
San Francisco, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

About the Company:

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.


About the Role:


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 throughoutthe provider life cycle.

This requires thorough knowledge of our provider workflows and procedures with an ability to communicate effectively when support is needed.

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


Responsibilities Include:


  • 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 followup (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 oneonone provider support meetings to identify, troubleshoot, train, and/or check in as needed.
  • Partner with internal and/or crossfunctional 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.

Preferred Qualifications:


  • 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.
  • Selfstarter, 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.

Octave's Company Values:

The below values drive our day-to-day operations.
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We're human beings first. We operate with empathy and kindness - with our clients, with our collaborators, and with ourselves.
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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.
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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.
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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.
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Quality is crucial at scale. Quality is core to our business, and we refuse to sacrifice it as we grow.
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Progress is a process. In the pursuit of progress, we iterate, reflect, learn, adjust - and always leave things better than we found them.
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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.


Physical Requirements:


  • Prolonged periods sitting at a desk and working on a computer.
  • 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.

Compensation:

Octave is committed to pay equity. To
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