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Care Coordinator



Customer Service
Denver, CO, USA · Remote
Posted on Thursday, May 30, 2024

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.

To follow the latest SonderMind news, get to know our clients, and learn about what it’s like to work at SonderMind, you can follow us on Instagram, Linkedin, and Twitter.

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 customer’s initial contact and provide primary support for clients seeking care. In this role, you will also work with external partners and healthcare systems and utilize various technologies to ensure the client is connected and maintains the required support through an episode of care.

Successful candidates will be able to communicate effectively, think critically to resolve issues, be willing to learn, be open to feedback, and be champions of the SonderMind brand while working in a fully remote environment. This is an excellent opportunity for those with experience in care coordination and/or recent college graduates or people looking for a career pivot and want to join a high-growth organization where they can advance their careers. Your journey at SonderMind will be about more than just a job; it will be about personal fulfillment, professional growth, and the chance to leave a lasting legacy in the world of mental health.

Essential Functions

  • 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.
  • Ongoing communication, both written and verbal, to engage, learn, and take action

Who You Are

  • Bachelor's degree or equivalent experience
  • Strong desire to assist clients and provide support to those seeking mental health care
  • Ability to work with people in vulnerable situations
  • Strong communication skills, both written and verbal
  • 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
  • Openness to feedback and a commitment to personal and professional development

Our Benefits

The anticipated salary rate for this role will be $21.64 per hour.

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 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
  • Travel to Denver 1x a year for annual Shift gathering
  • Fourteen (14) company holidays
  • Company Shutdown between Christmas and New Years
  • 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.

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.