Clinical Operations Manager

3 weeks ago


Mountain View California, United States BetterHelp Full time
About the Role

We are seeking a highly skilled Clinical Operations Manager to join our team at BetterHelp. As a key member of our Clinical Operations Team, you will play a critical role in ensuring the quality and efficiency of our clinical services.

Key Responsibilities
  • Provide support to our counselor network via email, phone, and chat to ensure they have the necessary resources to provide high-quality clinical care to our members.
  • Perform routine chart audits to ensure accuracy and quality of clinical records and documentation needed for insurance compliance.
  • Assist in developing or enhancing operating procedures associated with insurance acceptance on the BetterHelp platform.
  • Act as a point of escalation for complex customer and counselor questions to ensure quality improvement.
  • Organize cross-functional teams as needed to resolve any escalations.
  • Audit qualitative, quantitative, and/or episodic data and provide fair, actionable, and constructive clinical feedback to counselors.
  • Monitor the clinical capabilities and relevant work experience of counselors applying to be part of the BetterHelp platform.
  • Proactively conduct outreach and maintain productive communications with counselors to get feedback, improve satisfaction, and prevent churn.
  • Learn how to articulate new product ideas and/or enhancements to existing product features for our Engineering Team.
  • Stay up to date with the regulatory environment and clearly communicate changes to the organization to support compliance with mental health ethical and legal standards.
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.
  • 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.
  • Great communication skills, including public speaking.
  • Comfortable and competent to participate in media interviews and appear on BetterHelp's social media channels.
  • Ability to work independently and thrive in a fast-paced, high-pressure environment.
  • Excellent organizational, problem-solving, decision-making, conflict resolution, and critical thinking abilities.
  • Tech-savvy, with the ability to grasp, operate, and master complicated computer systems.
  • Strong attention to detail.
  • Reliable internet connection.
  • Must pass background check.
What We Offer
  • 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.
About BetterHelp

BetterHelp is a leading online counseling platform that connects individuals with licensed therapists. We are committed to providing high-quality, accessible mental health services to our members.

We are an equal opportunity employer and welcome applications from diverse candidates. We are proud to be part of the Teladoc Health family and share their commitment to diversity, equity, and inclusion.



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