Provider Relations Coordinator

Octave’s mission is to create a new standard for mental healthcare delivery, one that is accessible to more people and sustainable for providers. We are broadening access to high quality mental health services that are measurement-based and insurance funded. Now more than ever, we are looking to serve communities dealing with the rising public health challenge of addressing mental health needs. Octave is VC-backed and was founded in 2018 with footprints in New York and California, as well as virtually nationwide. Our beautiful practices are located in New York and California, offering telehealth and clinic-based services.

The Provider Relations Coordinator 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 throughout the provider life cycle. This requires thorough knowledge of our provider workflows and procedures with an ability to communicate effectively when support is needed.

The ideal candidate has mastered the art of communication, executed on process improvement projects, and enjoys crossing things off your to-do list. You have demonstrated an ability to be a strong team player, is detail-oriented, and tech savvy with a customer friendly mindset. You are highly organized, performance driven, and thrive on making sure all your ducks are in a row.  You enjoy keeping busy and identifying ways to improve operational efficiency.

This exempt position will report to the Provider Relations Director. The position is fully remote with a work schedule of 10am-6pm PST.

Provider support - 50% FTE

• Embody Octave’s mission to deliver extraordinary care in every interaction with providers
• Support provider inquiries via Zendesk and Slack, and troubleshoot issues that providers may face
• Facilitate one-on-one provider support meetings to identify, troubleshoot, train, and/or check in as needed
• Become a subject matter expert in our tools and workstreams to iterate and improve them as we grow 
• Partner with internal and/or cross-functional teams as needed

Provider onboarding - 25% FTE

• Ensure providers are set up for success before they see their first Octave client
• Initiate, track and follow up with regard to provider onboarding workflows
• Drive engagement and proactive outreach to onboarding providers 
• Contribute to the team goal to reduce provider onboarding time through identifying operational efficiencies as appropriate
• Facilitate provider orientation 

Project management - 25%

• Participate in initiatives and projects to identify, scope, and implement opportunities for increased efficiencies
• Document processes clearly and succinctly

• 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
• Self-starter, 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
• Must be eligible to work in the United States without sponsorship now or in the future

​​

The compensation range for this role is $60,000-$75,000

#LI-DNI