Clinical Operations Consultant - UK and Ireland

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 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 the Clinical Operations Consultant 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 counselors, 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 wellbeing sector, while being a vocal proponent of what “red tape” should be eliminated or redesigned to better serve clients and their counseling progress. 

This is a role that is primed for extreme individual career growth and development, combined with the opportunity to change how psychological counseling 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 Clinical Product Liaison 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 Marketing Department and participate in public speaking events, media interviews, and appear on BetterHelp's social media channels
• You will support QA efforts as needed as BetterHelp launches into the insurance marketplace

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. BetterHelp is based in California but we're a fully remote team. For those outside the US you'll work your local hours and we ask that a portion of your working hours overlap with our US team to ensure effective collaboration. Employees may also be asked to visit our Mountain View, CA office (up to three times per year) to build strong team connections and experience our culture. Travel expenses will be covered, and reasonable accommodations will be made for those with unique travel challenges.

Requirements

• Must be a Counsellor registered with BACP, Counsellor registered with NCPS, or a Practitioner Psychologist with modality in Clinical, Counselling, or Psychotherapy
• Have at least 3 months of good-standing experience as a BetterHelp counselor in the last 2 years
• Professionally fluent in English (verbal and written)
• Able to work independently, but willing to connect and ask questions if needed
• Thorough and reliable in their work
• Flexible and motivated to assist in any task 
• 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

• This is a remote contract position.
• The chance to build something that changes lives – and that people love
• Free BetterHelp accounts for all team members
• An awesome community of co-workers

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.