Associate Manager
Customer Operations
Posted on 3/8/2023

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
Operations & Logistics
  • Within 30 days, comfortable with managing all departmental performance metrics, including abandonment rates, handle times, email and chat response times, and quality assurance measurements
  • Within in 30 days, have a general understanding of how to navigate all relevant technology to deliver timely feedback and coaching in monthly 1:1's with team members
  • Within 60 days, understand cross-functional relationships and escalation pathways that impact the customer experience and develop systems and processes to reduce escalations
  • Contribute to Customer Operations projects and process improvement initiatives
  • Ongoing coaching, training, and developing of team members to achieve goals
  • 3+ years of experience managing a multi-channel customer support team in a high volume, fast paced environment
  • Proven ability to meet service level expectations in a multi-channel support center
  • Demonstrated experience in managing performance and training team members
  • Strong written and verbal communication skills
  • 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
  • You will be responsible for leading a high performing team of Wellness Coordinators
  • Manage service levels of a multi-channel, high volume, ever-changing customer care center that supports SonderMind's clients and providers
  • Lead daily operational briefs to setup Customer Operations for daily success
  • Coach and develop team members to meet and exceed all performance measurements including productivity, quality, and compliance requirements
Desired Qualifications
  • Bachelor's Degree or equivalent work experience
  • Proactive, positive, and energetic attitude
  • Previous experience working in a fast paced, high volume, deadline driven environment
  • Healthcare, insurance, or pharmaceutical billing experience