Customer Success Specialist

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.

To follow the latest SonderMind news, get to know our clients, and learn about what it’s like to work at SonderMind, you can follow us on Instagram, Linkedin, and Twitter.

About the Role

SonderMind is hiring a Customer Success Specialist, who will be tasked with building rapport with our clients and providers in order to provide a world-class customer experience through researching billing and claims, answering general questions from our clients and providers, setting expectations related to the SonderMind experience, and provide basic technical support for use of SonderMind platform.

Customer Success Specialists use customer service and time management skills to complete all tasks in a timely manner and are held accountable to individual metrics. This role receives high form and email volumes and will include responding to emails and forms, as well as making outbound calls. Successful candidates will have call center experience, have worked with commercial insurance and Medicare, and have the ability to communicate effectively with our client and provider group.

What you will do

• Manage high volume of client and provider questions and requisitions in a mix of emails, forms and outbound calls.
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Provide accurate, valid, and complete information by using the right method/tools 
• Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; and follow up to ensure completion 
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with other departments and colleagues
• Maintain a QA average of 85% or higher and a case activity average of 7 cases per hour
• While rare, may encounter distressed clients and connect them with proper resources

What does success look like?

• Within three weeks, fully understand our client and provider journey, understand SonderMind's technology platform and answer basic customer and therapist requests
• Within one month, support most client and provider requests via chat, email, or phone
• Ongoing, ability to effectively answer questions and requests from our customers and effectively hit defined goals and targets.

Who You Are

• Experience with billing support or customer service
• Experience handling both inbound and outbound calls in a metric-driven environment 
• Proven ability to navigate multiple platforms when working with a caller
• Excellent communication skills both written and verbal  
• Must be available to work shifts between the hours of Monday through Friday from 7am-6pm MST

Preferred Experience

• Previous call center or billing experience working with insurance and claim processing
• Experience with a ticketing system/sales or CRM systems
• Experience with basic troubleshooting and technical support

Our Benefits 

The anticipated salary rate for this role will be $21.64 per hour.

As a leader in redesigning behavioral health, we are walking the walk with our employee benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their life and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A generous PTO policy with accruals starting after your first month of starting
• Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
• Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition which allows between 8-16 weeks of paid leave)
• 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
• Travel to Denver 1x a year for annual Shift gathering
• Fourteen (14) company holidays
• Company Shutdown between Christmas and New Years
• Supplemental life insurance, pet insurance coverage, commuter benefits and more!

Application Deadline

This position will be an ongoing recruitment process and will be open until filled.

Equal Opportunity 
SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.