Clinical Operations Manager - Spain

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 - Germany 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 global 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.

Note that, initially at least, this is an individual contributor role and not a people manager role.

What will you do?

• You will provide support via email, phone, and chat on a daily basis to our rapidly growing therapist 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 therapist 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 therapists.
• You will monitor the clinical capabilities and relevant work experience of therapists applying to be part of the BetterHelp platform.
• You will proactively conduct outreach and maintain productive communications with therapists to get feedback, improve satisfaction, and prevent churn.
• You will maintain a small client caseload on the BetterHelp platform.
• You will work closely with our Marketing Team and participate in public speaking events, media interviews, and appear on BetterHelp's social media channels. The Clinical Operations Manager plays an active role in representing BetterHelp to external stakeholders (members, prospects, media, and government entities).
• 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.
• This role also works cross-functionally throughout BetterHelp on a daily basis - partnering closely with Member Success, Therapist Success, Therapist Acquisition, Legal, Product, Engineering, Data & Analytics, and more.
• You will take on other duties and special projects as needed, including, but not limited to : recruiting, credentialing, therapist utilization, therapist retention, member experience, therapist experience, and so on.

What will you NOT do?

BetterHelp is based in California but we're a fully remote team. For those in the EU, you'll work your local hours but 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

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.

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