Senior Manager of Coaching Services

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About us

At Ginger, we believe that everyone deserves access to incredible mental healthcare. Our on-demand system brings together behavioral health coaches, therapists, and psychiatrists, who work as a team to deliver personalized care, right through your smartphone. The Ginger app provides members with access to the support they need within seconds, 24/7, 365 days a year. Millions of people have access to Ginger through leading employers, health plans, and our network of partners. Ginger has been recognized by The World Economic Forum as a Technology Pioneer and by Fast Company as one of the Most Innovative Companies in Healthcare. 


The Role

The Senior Manager of Coaching Services offers indirect support to members through ensuring high quality supervision of the coach  management team, thoughtful oversight of all coach working groups aimed at maintaining or enhancing coach team culture and community, as well ensuring safe, high quality policies and procedures as well as QA related to care.


Responsibilities

  • Manage Coach Managers through weekly 1:1 and group meetings
  • Support professional development and employee satisfaction of Coaches and Coach Managers
  • Ensure coach team resiliency and advocate for coach team by sharing feedback with Director of Coaching Services and working cross-functionally with other Ginger teams to ensure that coaches have proper tools and workstreams to successfully provide care
  • Manage oversight of coach working-groups such as our Mentor Coaches and Shift Leads
  • Provide support for Coach Managers around member situations involving risk such as crisis support and mandated reporting.
  • Partner with Coaching Operations Team in oversight of Coach Ambassador Programs (CAP)
  • Support the Care Talent Team in hiring coaches and Coach Managers including interviewing, delivering and evaluating test projects.
  • Support Clinical Rounds and NPS, reviewing cases for coaching and clinical teams or cross-functionally, as well as other initiatives, that ensure best practice in terms of service delivery & care efficacy
  • Oversee rotating coverage for frontline / on-call support of coaching staff, including acting as on-call support for coaching staff and/or CMs as needed
  • Oversee process and outcomes of group supervision meetings, reporting themes as necessary to the Director of Coaching Services to address in team meetings and the Coach Training Specialist for team skills training.
  • Work closely w/ Coaching Operations Team to track capacity needs, ensure compliance w/ People Ops protocols and other cross-functional needs


Qualifications

Minimum:

  • MA/MS degree or equivalent in psychology related field  PLEASE NOTE: We are unable to hire licensed clinicians for this role or individuals 12 months from receiving licensure and are also unable to provide any type of clinical supervision towards licensure. We are not currently accepting candidates residing outside of the US.)
  • Minimum of 5 years experience providing mental health services, ideally through modality of coaching, to a varied population
    NBC-HWC, coaching certification from an accredited training program and/or 3 years demonstrated coaching experience
  • Minimum of 3 years of progressive leadership and managerial experience with in-person and remote employees, preferably within a healthcare or coaching organization

Preferred but not required:

  • Bilingual
  • Have worked with a text-based platform providing care in the past
  • Experience scaling at high growth startups or healthcare organizations

As a Senior Manager, you

  • Demonstrate excellent verbal and written communication skills
  • Demonstrate ability to work collaboratively and cross functionally.
  • Have the ability to build engagement of staff and drive effective results
  • Are Comfortable in a fast­-paced environment subject to ambiguity
  • Have a growth mindset
  • Have strong project management skills
  • Understand coaching and collaborative healthcare environments
  • Have the ability to develop strategy and execute on plans
  • Support with implementation and execution of OKRs
  • Support with trainings and streamlining workflows as needed
  • Are organized and process driven
  • Are a strong, quick critical and creative thinker
  • Are open to receiving and providing constructive feedback
  • Excel at multitasking while maintaining a strong eye for detail and organization
  • Have knowledge of coaching techniques such as Motivational Interviewing, SMART goal setting, assessing stages of change / readiness, etc. as well as strong grasp of validated and evidence-based mental and behavioral health interventions
  • Are dedicated to providing services in a culturally responsive model
  • Are fluent in Google Suite
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Candidate Location Eligibility:
San Francisco, CA

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