Clinical Operations Manager - DACH (M/F/D)

at  BetterHelp

WHO ARE WE AND WHY SHOULD YOU JOIN US?

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service – providing affordable and convenient therapy in 210 countries and over 60 languages across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.
As an Clinical Operations Manager (DACH) at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We seriously invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand.
At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.

WHAT ARE WE LOOKING FOR?

We are looking for a hard-working, passionate, fast-paced individual with experience providing direct clinical care to join our global Clinical Operations Team. Our Clinical Operations teammates are the liaison between BetterHelp members, the therapists, and the technology platform; and they consistently help our company to improve efficacy and quality between the three.
You are a self-starter with a growth mindset that spans clinical quality, business development, and the rapid pace of change characteristic of a tech startup. With your experience and opinions from direct clinical care, you are confident in your abilities to apply the best of “what’s working today” in the mental healthcare system, while being a vocal proponent of what “red tape” should be eliminated or redesigned to better serve clients and their therapeutic progress.
This is a role that is primed for extreme individual career growth and development, combined with the opportunity to change how mental healthcare services are accessed both domestically and internationally.
Note that, initially at least, this is an individual contributor role and not a people manager role.

REQUIREMENTS

• Graduate degree (Masters or Doctorate) in counseling, psychology, or social work.
• 7+ years independently providing direct clinical care to individuals.
• Must be active and in good standing with your respective Clinical regulatory body and/or professional organization.
• Ability to understand and respect different therapeutic approaches, even if it is not your own preferred approach.
• Excellent written and verbal communication skills in multiple languages. This will include public speaking opportunities as well. Must be fluent in both English and at least one of the following: French, German, Dutch, and/or Spanish.
• Experience providing 1:1 therapy via telehealth.
• Possess a growth mindset, and you thrive in a data-driven, customer-centric environment.
• Ability to work independently and to thrive in a fast paced, high pressure environment.
• Excellent organizational, problem-solving, decision-making, conflict resolution, and critical thinking abilities.
• Tech-savvy: being able to grasp, operate, and master complicated computer systems.
• Strong attention to detail.
• Must pass a background check.
• Reliable Internet connection.
• Currently residing in the country you practice in.

WHAT WILL YOU DO?

• You will provide support via email, phone, and chat on a daily basis to our rapidly growing therapist network, in order to ensure they are always well-equipped to provide high-quality clinical care to our members.
• You will act as a point of escalation for complex customer and therapist questions to ensure quality improvement, and you will organize cross-functional teams as needed to resolve any escalations.
• You will be accountable for auditing qualitative, quantitative, and/or episodic data and provide fair, actionable, and constructive clinical feedback to therapists.
• You will monitor the clinical capabilities and relevant work experience of therapists applying to be part of the BetterHelp platform.
• You will proactively conduct outreach and maintain productive communications with therapists to get feedback, improve satisfaction, and prevent churn.
• You will maintain a small client caseload on the BetterHelp platform.
• You will work closely with our Marketing Team and participate in public speaking events, media interviews, and appear on BetterHelp’s social media channels. The Clinical Operations Manager plays an active role in representing BetterHelp to external stakeholders (members, prospects, media, and government entities).
• You will stay up to date with the regulatory environment, with support from our Legal Team and our Provider Network Team, and you will clearly communicate changes to the organization to support compliance with mental health ethical and legal standards.
• This role also works cross-functionally throughout BetterHelp on a daily basis - partnering closely with Member Success, Therapist Success, Therapist Acquisition, Legal, Product, Engineering, Data & Analytics, and more. Additionally, the International Clinical Operations Manager plays an active role in representing BetterHelp to external stakeholders (clients, prospects, media, and government entities).
• You will take on other duties and special projects as needed, including, but not limited to: recruiting, credentialing, therapist utilization, therapist retention, member experience, therapist experience, and so on.

WHAT WILL YOU NOT DO?

• You will NOT worry about funding. We have startup DNA, but we’re fully backed and funded by our parent company, Teladoc Health.
• You will NOT be confined to your “job”. We believe in nurturing employees’ interests and passions – even if some of them lie outside of your core responsibilities.
• You will NOT be bogged down by office politics, egos, or bad attitudes. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get burned out. We work hard, but we also believe in maintaining sustainable work/life balance. Seriously.
• You will NOT have to wonder why you’re doing the work you’re doing. Our day-to-day operations translate into people getting the help they need.