Clinical Operations Manager

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 a Clinical Operations Manager 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 deeply 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 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.

What will you do?

• You will provide support via email, phone, and chat on a daily basis to our rapidly growing counselor 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 counselor 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 counselors.
• You will monitor the clinical capabilities and relevant work experience of counselors applying to be part of the BetterHelp platform
• You will proactively conduct outreach and maintain productive communications with counselors to get feedback, improve satisfaction, and prevent churn.
• You will learn how to articulate new product ideas and/or enhancements to existing product features for our Engineering Team, and you will work with them to get those ideas implemented
• 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.
• You will work closely with Creative Director and participate in public speaking events, media interviews, and appear on BetterHelp's social media channels

What will you NOT do?

• You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.
• You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.
• You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.

Can I work remotely?

Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our Mountain View, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.

Requirements

• Graduate degree (Masters or Doctorate) in counseling, psychology, or social work
• Have at least 1 year of good-standing experience as a BetterHelp therapist in the last 2 years
• Analytical and metrics driven, with a proven track record of making decisions based on data
• Ability to understand and respect different therapeutic approaches, even if it is not your own preferred approach
• Have great communication skills including public speaking
• Comfortable and competent to participate in media interview and appear on BetterHelp's social media channels and 
• Possess a growth mindset, and you thrive in a data-driven, customer-centric environment.

Benefits

• Competitive salary & equity compensation
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• Unrivaled perks program (including free therapy, UberEats, and more)
• Remote work with regular in-person bonding experiences sponsored by the company
• Office in the heart of downtown Mountain View, a three-minute walk from Caltrain
• Commuter benefits, FSA accounts, and Employee Stock Purchase Programs
• The chance to build something that changes lives – and that 
• Any piece of hardware or software that will make you happy and productive
• An awesome community of co-workers

 

The base salary range for this position is $90,000 - $110,000. In addition to the base salary, this position is eligible for a performance bonus and the extensive benefits listed here (subject to eligibility requirements): Teladoc Health Benefits 2024. Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.

 

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.