VA Account Manager

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.

About the Role

Serve as the key partner to Veterans Affairs Medical Center (VAMC) staff to connect Veteran clients with Community Care mental health services, in collaboration with internal SonderMind teams.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Function as the primary point of contact for VAMC referral management representatives across all SonderMind markets. Develop and maintain professional, trusting and empathetic relationships with 50+ individuals; be the “human face” of SonderMind’s provider group. Gain insights on VA site dynamics to inform engagement strategies and volume projections. 
• Act as the “Air Traffic Controller” alongside the Care Coordinators to resolve barriers to care for Veteran clients (including directly handling edge cases and escalations from the Veteran RN and MSAs) and ensure compliance with VAMC administrative requirements. Collaborate with other internal teams (provider success, revenue operations, clinical, 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). 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 improve operational efficiencies across the Veteran Affairs Team to better serve Veteran clients and meet team performance metrics. 
• Together with the Veteran Affairs Team leadership and Analytics partners, create monthly qualitative reports of VA site level relationships and use qualitative and quantitative data to inform learnings to scale and mature SonderMind’s Veteran offering. 

What success looks like: 

• Within 1 month: 
  • Develop a holistic understanding of the SonderMind’s platform and Veteran service offering.
  • Develop a deep understanding of the Care Coordination team’s operating model, tools, performance metrics, and cross functional relationships. 
• Within 3 months: 
  • Build a network of relationships across all markets with VAMC staff members that send VA referrals to SonderMind. Specifically to understand their needs, expectations, and unique site-level dynamics. 
  • Identify, collect and distill patterns and trends unique across VAMC sites to develop strategies to scale further growth and/or reduce operational friction. 
• Ongoing: 
  • Accountable for month to month referral volume, site retention and satisfaction across VAMCs within a delineated area of responsibility.
  • Ensure VAMC staff requests are answered within one business day. 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. Key learnings are communicated both to VAMC staff and the Care Coordination team to mitigate future recurrences of similar 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 site-level insights and patterns creating barriers to care. 

Required Education/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 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/Experience 
• 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 servicing the Department of Veteran Affairs and Veterans as customers. 
• Personal experience navigating the Veteran Affairs Community Care Network healthcare system for healthcare services.
• Professional clinician experience (ie LCSW, RN, LPN) 
• An ability to navigate technical systems and complex remote work environments.
•  Experience working in a fast-paced and rapidly evolving environment. 

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Last updated on May 24, 2024