About The Role
As a Care Coordinator, you will be at the forefront of our mission to make therapy accessible for all. You will be our customers’ initial contact and provide primary support for clients seeking care, working with external partners and healthcare systems to ensure clients are connected and maintain the required support through their care journey.
Successful candidates communicate effectively, think critically to resolve issues, are eager to learn, are open to feedback, and champion the SonderMind brand in a fully remote environment. This is an excellent opportunity for those with care coordination experience, recent college graduates, or people seeking a meaningful career change in a high-growth organization.
In this role you will act as the first point of contact for clients seeking care through SonderMind or payor partners. Manage intake, provider matching, and client account completion from initial outreach through appointment scheduling. This fast-paced, high-volume team is well-suited for individuals who enjoy critical thinking, empathetic client interactions, and navigating technical systems to deliver a strong client experience.
What You’ll Do
- Provide primary support for clients seeking care to manage their mental and behavioral health wellness.
- Utilize a variety of technologies to ensure the client is connected with the appropriate therapist and maintains the required support through an episode of care.
- Utilize a consultative approach to assist with identifying the correct provider for care.
- Manage inbound and outbound calls and other forms of communication while applying standard guidelines to address or route messages to the appropriate care team member for follow-up when necessary.
- Interact with external partners and healthcare systems to ensure access to care.
- Conduct outreach to referred clients and provide personalized onboarding services and assistance with all aspects of getting into care.
- Assist with care coordination tasks such as appointment scheduling and facilitating communication with providers and other care team members.
- And other responsibilities and ad-hoc projects from time to time based on business needs.
What does success look like?
- Within two weeks, fully understand our client journey and be able to support the client onboarding experience and share the benefits of choosing SonderMind to achieve their mental health goals.
- Within three weeks, understand SonderMind’s technology platform and how to provide support for SonderMind clients.
- Within one month, fully support new client requests and inquiries via phone, email, and form submissions. Ongoing ability to effectively answer questions and requests from our new clients and effectively hit defined goals and targets.
- Ongoing ability to adapt to the change in workflow and job tasks.
- Ongoing proactive identification of problems and asking questions to clarify and help solve problems.
Who You Are
- Strong desire to assist clients and provide support to those seeking mental health care
- Ability to work with people in vulnerable situations (in states of crisis, or going through difficult times)
- Strong communication skills, both written and verbal and able to communicate professionally
- Motivated and eager to learn, ability to adapt to new technologies, processes, and workflows
- Strong problem-solving skills and attention to detail
- Flexibility to work in a fast-paced, dynamic environment
- Goal-oriented with a strong drive to achieve results
- Team-work oriented; always willing and ready to help assist other team members.
- Eagerness to engage with internal team members and other departments professionally
- Openness to feedback and a commitment to personal and professional development
- Ability to use and exhaust all resources when met with unique challenges
Equal Opportunity
SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
Our Benefits
The base salary range for this role is $21.64/hr. In addition to base compensation, this role is also eligible for a variable bonus and equity.
As leaders in redesigning behavioral health, we walk the walk with our employees’ 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 lives and work.
Our benefits include:
- A commitment to fostering flexible hybrid work
- A generous PTO policy with a minimum of three weeks off per year
- Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
- Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
- Employer-paid short-term, long-term disability, life & AD&D to cover life’s unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
- Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition, which allows between 8-16 weeks of paid leave)
- 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
- Company paid holidays
- Supplemental life insurance, pet insurance coverage, commuter benefits and more!
Application Deadline
This position will be an ongoing recruitment process and will be open until filled.
AI & Our Hiring Process
At SonderMind, we use technology, including AI-assisted tools, to support our recruiting process. These tools help us operate efficiently and provide a consistent, timely experience for every candidate. They may assist our team with activities such as scheduling interviews, taking notes and transcriptions, organizing candidate information, and coordinating outreach. In the course of using these tools, we may process the personal and professional information you share with us as part of your application.
All hiring decisions at SonderMind, including whether to advance, reject, or extend an offer to a candidate, are made by members of our recruiting and hiring teams. We do not rely on automated systems to make these decisions about candidates.
We are committed to a fair and equitable process. If you have questions about the technologies used in our recruiting process, would like to request an alternative method of engagement, need an accommodation, or would like a member of our team to review a decision about your candidacy, please contact us at [email protected].
Equal Opportunity
SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
