Clinical Operations Manager

About 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 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.

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. 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.

About the Role

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; they help our company improve efficacy and quality across all 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 applying the best of “what’s working today” in the mental healthcare system, while advocating for the elimination or redesign of “red tape” to better serve clients and their therapeutic progress.

This role offers extreme individual career growth and development, combined with the opportunity to change how mental healthcare services are accessed both domestically and internationally.

Responsibilities

• Provide daily support via email to our rapidly growing therapist network to ensure they are well-equipped to provide high-quality clinical care to our members.
• Act as a point of escalation for complex customer and therapist questions to drive quality improvement, and organize cross-functional teams as needed to resolve escalations.
• Audit qualitative, quantitative, and/or episodic data and provide fair, actionable, and constructive clinical feedback to therapists.
• Monitor the clinical capabilities and relevant work experience of therapists applying to be part of the BetterHelp platform.
• Proactively conduct outreach and maintain productive communications with therapists to gather feedback, improve satisfaction, and prevent churn.
• Articulate new product ideas and/or enhancements to existing product features for our Clinical Product Liaison team, and work with them to get those ideas implemented.
• Stay up to date with the regulatory environment, with support from our Legal Team and Provider Network Team, and clearly communicate changes to the organization to ensure compliance with mental health ethical and legal standards.
• Work closely with the Marketing Department and participate in public speaking events, media interviews, and BetterHelp's social media channels.
• Support QA efforts as BetterHelp launches into the insurance marketplace.
• Support International Clinical Operations Consultants in our global markets by providing peer consultation, training, or Slack support.

What You Will NOT Do

• Worry about "runway," "cash left," or "how much time we have until the next round" – we are fully backed and funded.
• Be confined to your "job" – you will get involved in product, marketing, business strategy, and almost everything we do.
• Be bogged down by office politics, ego, or bad attitude – only positive, pleasure-to-work-with people are allowed here.
• Get yourself burned out – we work hard but believe in maintaining a sustainable work/life balance.

Work Arrangement

This is a remote role. We operate on PST and welcome candidates in any time zone. Employees are asked to travel to our San Jose, 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.
• 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.
• Great communication skills, including public speaking.
• Comfortable and competent to participate in media interviews and appear on BetterHelp's social media channels.
• Possess a growth mindset and thrive in a data-driven, customer-centric environment.
• Flexibility to work weekends as needed.

Preferred Qualifications

• Written and verbal fluency in Spanish.

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company.
• Competitive compensation.
• Holistic perks program (including free therapy, employee wellness, and more).
• Excellent health, dental, and vision coverage.
• 401k benefits with employer matching contribution.
• The chance to build something that changes lives – and that people love.
• Any piece of hardware or software that will make you happy and productive.
• An awesome community of co-workers.

Pay

The base salary range for this position is $85,000 - $100,000. In addition to the base salary, this position is eligible for a performance bonus and extensive benefits (subject to eligibility requirements). Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications.