Associate Manager, Care Coordination Services

As a leader of the Care Coordination function, your role will be crucial to growing and optimizing SonderMind’s Care Coordination organization. You and your team will support client intake processes and member engagement functions across SonderMind’s  D2C, payors, health systems, veterans, employers, and other strategic partnerships. This is an opportunity to build a best-in-class care coordination team that uses both technology and human interventions to deliver exceptional outcomes to our clients and  partners. Your team will develop and execute processes that meet clients where they are in their mental health journey, ensuring SonderMind gets them the care they need. 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 Customer Success & Operations.

What you’ll do

• Support vision for Care Coordination function to drive scale, efficiencies, and higher yield (the rate at which our referrals are successfully connected to care) for SonderMind’s D2C, Health Systems, Veterans, Employers, and other Partnerships)
• Deliver results related to client intake processes, using both technology tools and human interventions
• Lead a team ensuring clients are getting into care efficiently across all client sources
• Manage, grow, and develop an effective Care Coordination team responsible for all client-facing operations and engagement activities
• Ensure SLAs and KPIs are being met
• Support and launch new programs as needed

What does success look like?  

• First 30 days:  Review current tasks, team structure, technology processes and become comfortable managing all departmental metrics.  Gain a general understanding of how to navigate all relevant technology to deliver timely feedback and coaching in monthly 1:1’s with team members
• First 60 days: Develop team to evolve the vision by building both human processes & technology capabilities
• First 90 days+: Improve quantitative yield metrics, while continuing to evaluate and recommend future team operations that can scale as our inbound volume increase by 2x, 5x, 10x

Who You Are

• 3-5 years experience in a Care Coordination function
• 2-3 years of experience leading care coordination teams at large or growth-stage healthcare companies
• Supported end-to-end processes for converting clients into care using both technology tools and human intervention
• Proven leadership, 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: experience in mental healthcare startups
• Preferred: Experience working with Enterprise Partners (e.g. Health Systems, Payors, ec.) to drive conversion and increase access to care

Our Benefits 

The base salary range for this role is $60,000- $68,000.