Head of Healthcare Operations

SonderMind is a VC-backed digital health company redesigning behavioral health through covered and timely access, increased utilization, and data-validated quality outcomes. We are a team of Explorers, Builders, and Change Makers democratizing the complicated world of behavioral healthcare for therapists and clients alike.
How you'll make an impact
As the Head of Healthcare Operations, you will be responsible for overseeing a portfolio of operational service lines that serve our clients, providers, partners, and payors. You will provide comprehensive operational management, continuous improvement, and stability so that these service lines can be confidently relied upon to meet service level agreements. With your expertise in healthcare operations, you will enable SonderMind to scale these service lines confidently and effectively.
What you'll do

• Own the operational performance of all referral management activities across all partners and customers.
• Implement scaled services relating to medical behavioral integration.
• More specific responsibilities include specialty intake services, specialty client handling and specialty partner services (like maintaining and servicing unique documentation requirements).
• Work extremely closely with our Clinical team to transition and own new service lines that are ready to be integrated across our markets.
• Adhere and uphold the standards for Clinical performance.
• Develop workflows of on-going operations to ensure seamless handoffs between teams and systems that will lead to superior customer experience.
• Understands the needs of stakeholders and iterate on plans and processes that incorporate those needs.
• Oversight of our provider credentialing operations.

What you'll bring with you
Key Competencies

• Operational Excellence: Builds, measures, resources and continuously improves core processes.
• Balancing Stakeholders : Understands the expectations and needs of both internal & external stakeholders; taking a proactive approach to shaping, influencing, balancing, and aligning stakeholder interests
• Industry Expertise: Understands the mechanics, key metrics, and market dynamics of of the healthcare industry
• Data Literacy: Ability to read, work with, analyze, and communicate with data; using data effectively for business actions and outcomes
• Drive for Results: Maximizes opportunities and makes bold decisions at the right times
• High Standards: Freedom from errors and mistakes and the ability to consistently meet objectives
• Positive Outlook: Sees the positive in people, situations, and events. Persistent in pursuing goals, despite setbacks and obstacles

Required Experience

• 10+ years of experience in the healthcare operations
• 10+ years of managing and developing teams; ability to manage a remote/hybrid team
• A passion for solving operational problems
• Ability to guide their team through developing and implementing process flows, and able to adapt plans based on business needs
• Demonstrated experience in scaling operations
• Deep comfort level with balancing leading a variety of teams at the same time
• Ability to create structure where it previously did not exist

Preferred Experience

• Master's degree in Health Administration, Business Administration, or Public Health
• Demonstrated leadership of team(s) that have had accountability for delivering care
• Behavioral health experience

What we value

• Curious: Seek to understand and pull the thread
• Courageous: Takes action, even when uncomfortable
• Lightful: Assume positive intent in others
• Authentic: Say what you mean, mean what you say, act accordingly
• Bucketworthy: Don't let your bucket leak

Our Benefits
The starting salary for this position is $165,000-$185,000. Actual compensation and title is commensurate with qualifications and experience. This role is eligible to participate in our equity incentive and variable bonus plan.
As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people's careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.
Our benefits include:

• A commitment to fostering flexible hybrid work
• A flexible PTO policy with a minimum of three weeks off
• 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
• Eight (8) paid company holidays and a company shut-down during the last week of the year
• 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
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition )
• 401K retirement plan with 100% matching on up to 4% of base salary

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.
Vaccination Policy: SonderMind requires all employees to be up to date with their COVID vaccination before entering our office space, the SonderMind Studio, or attending in-person meetings or events (including both indoor and outdoor).