About SonderMind 

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.

About the Role

As the leader of the Referral Coordination Services, your role will be crucial to growing and optimizing SonderMind’s Referral Coordination organization. You and your team will support client intake processes and member engagement functions across SonderMind’s payors, health systems, veterans, employers, and other strategic partnerships. This is an opportunity to build a best-in-class care navigation 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 Manager, Care Coordination Services.  

Essential Functions

• Support vision for Referral Coordination function to drive scale, efficiencies, and higher yield (the rate at which our referrals are successfully connected to care) for SonderMind’s Health Systems, Veterans, Employers, and other Partnerships
• Deliver results related to client referral processes, using both technology tools and human interventions
• Improve conversion rate by ensuring clients are getting into care efficiently across all client sources

Manage, grow, and develop an effective Referral Coordination team responsible for facilitating all referral coordination activities such as lead and task management, referral processing, and post session documentation and reporting

• Oversee entire referral coordination process to ensure all referrals are complete and are processed in a timely and accurate manner via EMRs and other referral sources (cases, faxes, email, phone) 
• Conduct outreach to referred clients and partners to obtain critical information to aid in the journey to care
• Support and launch new programs as needed
• Other responsibilities and ad-hoc projects from time to time based on business needs.

What does success look like?

• First 30 days: Review current tasks, team structure and technology processes
• First 60 days: Provide recommendations for continued improvement  based on existing foundation and established processes while evaluating technology investments on product roadmap. Begin evolving  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/Referral Coordination function
• 2-3 years of experience leading Referral Management 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
• Experience working with Enterprise Partners (e.g. Health Systems, Payors, ec.) to drive conversion and increase access to care
• 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

• Experience working in mental healthcare startups