About the Role
As a Care Coordinator at SonderMind, you will stand at the forefront of our mission to redesign behavioral health and make high-quality therapy accessible to everyone. In this pivotal role, you will serve as the initial point of contact for clients, acting as a compassionate guide through the often-complex healthcare landscape. You will work closely with external partners and healthcare systems to ensure that every individual is seamlessly connected to the support they need. This position offers a unique opportunity for recent college graduates, experienced care coordinators, or professionals seeking a meaningful career change to join a high-growth organization where your work directly impacts lives every single day.
Success in this role requires a blend of emotional intelligence, technical proficiency, and critical thinking. You will manage a high-volume workflow, handling intake and provider matching with precision and empathy. Within your first two weeks, you will master the SonderMind client journey, learning how to articulate our value proposition effectively. By the end of your first month, you will be fully integrated into our support systems, managing inquiries via phone, email, and digital forms while hitting key performance targets. We are looking for individuals who thrive in fast-paced environments and are eager to champion our brand while delivering a world-class client experience.
Key Responsibilities- Act as the primary support contact for clients, managing the end-to-end onboarding experience from initial outreach to the first scheduled appointment.
- Utilize a consultative approach to identify the most appropriate therapist for each client based on their specific mental and behavioral health needs.
- Manage high-volume inbound and outbound communications across multiple channels, ensuring all inquiries are addressed or routed to the correct care team member.
- Navigate and utilize a variety of technical platforms and CRM systems to maintain accurate records and facilitate seamless care coordination.
- Collaborate with external healthcare systems and payor partners to ensure clients maintain access to care throughout their entire clinical journey.
- Identify potential bottlenecks in the client journey and proactively propose solutions to enhance the overall user experience and internal workflows.
- Facilitate clear communication between clients and providers, assisting with appointment scheduling and administrative tasks as needed.
- A strong desire to assist individuals navigating vulnerable situations and a deep commitment to expanding access to mental health care.
- Excellent verbal and written communication skills with the ability to maintain professional and empathetic interactions at all times.
- Demonstrated ability to think critically and resolve complex problems in a fast-paced, high-volume work environment.
- Technically savvy with an eagerness to learn new software, workflows, and digital tools quickly.
- Goal-oriented mindset with a proven track record of meeting or exceeding performance targets and service-level agreements.
- Strong attention to detail and organizational skills, ensuring no client inquiry or follow-up task falls through the cracks.
- Flexibility to adapt to changing workflows and a commitment to continuous professional development through regular feedback.
- A collaborative spirit and the ability to work effectively as part of a distributed, remote team.
- Competitive base salary of $21.64/hr, supplemented by a variable bonus structure and company equity.
- Flexible fully remote work environment designed to support a healthy work-life balance.
- Comprehensive health benefits, including Medical, Dental, and Vision plans with HSA (including an $1,100 company contribution) and FSA options.
- Free therapy coverage to ensure our employees have the same access to quality care that we provide to our clients.
- Generous Paid Time Off (PTO) policy with a minimum of three weeks off per year, plus company-paid holidays.
- 401(k) retirement plan with 100% company matching up to 4% of your base salary, with immediate vesting.
- Paid Parental Leave for up to eight weeks, plus employer-paid short-term disability, long-term disability, and life insurance.
- Access to supplemental benefits including pet insurance, commuter benefits, and professional development opportunities.