Care Coordinator

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 customers' initial contact and provide primary support for clients seeking care, working with external partners and healthcare systems to ensure clients are connected and maintain the required support through their care journey.

Successful candidates communicate effectively, think critically to resolve issues, are eager to learn, are open to feedback, and champion the SonderMind brand in a fully remote environment. This is an excellent opportunity for those with care coordination experience, recent college graduates, or people seeking a meaningful career change in a high-growth organization.

In this role you will act as the first point of contact for clients seeking care through SonderMind or payor partners. Manage intake, provider matching, and client account completion from initial outreach through appointment scheduling. This fast-paced, high-volume team is well-suited for individuals who enjoy critical thinking, empathetic client interactions, and navigating technical systems to deliver a strong client experience.

What You’ll Do

• 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.
  
  

Who You Are

• Strong desire to assist clients and provide support to those seeking mental health care
• Ability to work with people in vulnerable situations (in states of crisis, or going through difficult times)
• Strong communication skills, both written and verbal and able to communicate professionally
• 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
• Team-work oriented; always willing and ready to help assist other team members.
• Eagerness to engage with internal team members and other departments professionally
• Openness to feedback and a commitment to personal and professional development
• Ability to use and exhaust all resources when met with unique challenges
  
  

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.

Our Benefits

The base salary range for this role is $21.64/hr. In addition to base compensation, this role is also eligible for a variable bonus and equity.

As leaders in redesigning behavioral heal