Provider Community Coordinator
Posted on 4/4/2023

51-200 employees

Affordable mental healthcare provider
Company Overview
SonderMind is on a mission to redesign behavioral healthcare by improving access, utilization, and outcomes. SonderMind connects mental health providers to networks of new patients, helps with payor credentialing, manages the billings and claims processes, and guarantees instant payment on claims.
Remote • Denver, CO, USA
Experience Level
Desired Skills
Adobe Creative Suite
Google Analytics
Public Speaking
Sales & Account Management
  • 1+ years of related work experience in customer support, marketing, or online community moderation
  • 2+ years of experience in a direct customer facing role
  • Ability to work cross functionally with a variety of teams with competing priorities
  • Extreme attention to detail and ownership over the tasks and projects assigned
  • Ability to notice trends, and validate those trends with data
  • Ability to remain organized and detailed while working across multiple platforms
  • A sense of urgency and passion for delivering excellent experiences to customers
  • Excellent written and verbal communication skills
  • Excellent understanding of the English language, proficient in grammar, and effective content composition
  • Self-starter, takes initiative and is able to execute creative projects
  • Bachelor's degree
  • Curious: Seek to understand and pull the thread
  • Courageous: Takes action, even when uncomfortable
  • Lightful: Assume positive intent in others
  • Authentic: Say what you mean, mean what you say, act accordingly
  • Bucketworthy: Don't let your bucket leak
  • Within two weeks, understand the SonderMind Provider Community functionality in its entirety. Understand how internal tools (CRM, Admin, Kustomer, Vanilla) affect the provider experience. Understand the entire provider journey. Understand how the provider community team works cross functionally with the provider success and education teams, the product team, the clinical team and the marketing team
  • Within six weeks, independently moderate the SonderMind provider Community. Be a go-to resource for providers on all SonderMind provider community questions. Establish rapport with providers in the community. Cultivate community through online conversations, content, and engage providers in the online community using tools such as canva, flodesk and Adobe suite. Collaborate and execute with teammates on assigned projects. Manage projects using Asana or other project management tools. Offer innovative solutions to community problems
  • Within two months, create and update community resources and support event logistics and execution. Learn the backend of Vanilla moderation tools, including updating roles, theme, badging, and banner announcements
  • Within three months, work directly with our product and support teams to close provider knowledge gaps and drive provider engagement. Begin to analyze community trends and data to contribute to the enhancement of the provider community experience
  • Moderate the SonderMind provider community
  • Escalate provider concerns to appropriate internal, cross-functional teams
  • Own monthly tracking of engagement, growth and sentiment metrics for the community
  • Create content and engagement tactics that encourage the connection and engagement of providers within the community platform
  • Keep the Provider Success team informed of new market information, and community themes and trends
  • Partner with the Community Team to develop engaging, high impact community programming for providers
  • Partner with cross-functional sales, marketing and clinical teams to inform community strategy and share community insights with relevant teams
  • Assist on virtual and in-person community event planning and execution
  • Assist in developing and delivering provider marketing and communications
Desired Qualifications
  • Experience in online community management or moderation
  • Experience in event coordination
  • Experience with Google Analytics and HotJar
  • Experience in content creation and creative platforms
  • Aptitude with Vanilla, Influitive, Salesforce, Hubspot and Google Suite
  • Experience in mental and behavioral health field
  • Basic understanding of HTML and CSS
  • Ability to quickly build rapport and engage others through written or spoken communication
  • Comfort with public speaking and engaging large groups of providers