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VA Account Manager

Baltimore, MD

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

The Veteran Affairs Account Manager will play a key role in connecting Veteran clients to Community Care Network (CCN) mental health services. You’ll serve as the primary liaison between SonderMind and Veterans Affairs Medical Center (VAMC) staff, building relationships, resolving challenges, and ensuring timely, high-quality care for Veterans. 

This role is primarily remote, and we welcome candidates from across the United States. That said, we’re especially excited to connect with individuals based in the Northeast region for this role 

What You'll Do 

  • Function as the primary point of contact for VAMC referral management representatives across specified SonderMind states to drive referral volume. Develop and maintain the trust and confidence of 50+ key VA staff members, serving as the ‘human face’ of SonderMind’s provider group to the VA. Recognize and adapt to the unique operational dynamics of each VAMC, gaining insights into site-specific needs and workflows. Use this understanding to inform tailored engagement strategies and accurate volume projections, ensuring the ability to flexibly adjust to evolving requirements.
  • Act as the “Air Traffic Controller” alongside the Care and Referral Coordinators to resolve barriers to care for Veteran clients. To include directly handling escalations with Nurses (RNs) and Medical Support Assistants (MSAs) and ensure compliance with VAMC administrative requirements. Collaborate with other internal SonderMind teams (Provider success, Clinical Quality, etc.) as needed to facilitate Veteran access to care; identify patterns in barriers to care and inform changes to SonderMind’s Veteran offering to address these barriers. 
  • Serve as a subject-matter expert on (a) SonderMind’s Veteran mental health service offering and (b) the VA’s referral management operational system and administrative requirements (e.g. HSRM, PPMS). Educate VAMC representatives (ie MSAs, RNs) on how to best leverage SonderMind’s offering and internal stakeholders on compliance with VAMC procedures. 
  • Partner with the Veteran Affairs Team leadership to develop and execute strategies to achieve team performance metrics, improve operational efficiency, and better serve our Veteran clients.

What does success look like?

  • Within 1 month:
    • Develop a deep understanding of the SonderMind’s platform and Veteran service offering, and Account Management Playbook.
    • Develop a deep understanding of the Care Coordination team’s operating model, tools, performance metrics, and cross functional relationships. 
  • Within 2 months:
    • Build and mature a network of relationships with VAMCs across specified states to drive VA CCN referral volume to SonderMind. Specifically to understand each VAMC’s needs, expectations, and unique site-level dynamics.
    • Identify, collect and distill patterns and trends unique across each VAMC to develop strategies to scale further growth and/or reduce operational friction. 
  • Ongoing:
    • Accountable for monthly referral volume, VAMC retention and satisfaction across within specified states.
    • Ensure VAMC staff inquiries (phone and email) are answered within minimal time, desirably minutes or hours. These requests are immediately triaged and coordinated with the Care Coordinators for execution. All requests are followed through to completion and all are results communicated back to the VAMC staff.
    • Support VA staff with the ongoing Request For Services lifecycle to ensure the timely decision regarding the extension of a Veteran’s care and addition of supplemental services.
    • Communicate key learning to both the VAMC staff and the SonderMind’s Care Coordination team to mitigate future recurrences of negative situations. 
    • Educate all VAMC staff (new and existing) on what to expect when using SonderMind’s service offering and how they can best leverage the offering to meet their unique needs.
    • Contribute to ongoing efforts to scale and mature SonderMind’s Veteran offering, for example by providing VAMC-level insights and patterns creating barriers to care.

Required Education and Experience

  • 5+ years of experience in a Customer Success, Customer Operations and/or Account Management  environment, including at least 2 years of specific experience in Customer Success roles within the healthcare industry.
  • Professional experience working in or with the Department of Veteran Affairs and/or other healthcare organizations assisting in getting Veterans’ access to Community Care Network healthcare services.
  • Professional experience tactfully managing a network of customer relationships across multiple time zones.
  • Ability to have hard conversations with customers.
  • Ability to work independently and stay motivated to achieve the best outcomes for clients and the company. 
  • Ability to work under pressure, maintain a sense of urgency, and find innovative solutions to accomplish tasks within imperfect systems.
  • Experience working within a highly cross functional environment to build relationships and align stakeholders to accomplish deliverables.
  • Strong, collaborative, optimistic nature with a “spirit of yes” who embraces resolution of challenges.

Preferred Education and Experience

  • Professional experience servicing the Department of Veteran Affairs and Veterans as customers.
  • Personal experience navigating the Veteran Affairs Community Care Network healthcare system for healthcare services.
  • An ability to navigate technical systems and complex remote work environments. 
  • Experience working in a fast-paced and rapidly evolving environment. 

Our Benefits

The anticipated salary rate for this role is between $80,000 - $90,000 per year.

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.

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