Care Coordinator (Work From Home)

Reflect Remote
coordinator work from home team health therapists therapist mental mental health operations data sms email analytical
January 24, 2023
Mountain View, California
As a care coordinator with reflect, you will join a fast-paced team and immediately have impact improving the lives of those they serve. This role is critical in closing the gap to make therapy more accessible.

This Role Will Support a Variety Of Functions
  • Member matching: help connect members to therapists that are best suited to address their needs and ensure a solid and enduring therapeutic alliance
  • Customer experience/support: create amazing experiences for members and therapists to make the process of finding a therapist easier and more effective for clients who are new to therapy
  • Operations: work with the team to create+analyze basic metrics and reports to support data driven operations as the company scales
Specific Responsibilities
  • Help new members easily and seamlessly find the right therapist throughout reflect's matching process
  • Support members through the matching process, facilitate scheduling and logistics with their therapists to set them up for success in therapy
  • Field support inquiries through chat/SMS and email
  • Brainstorm and test new projects that support members in building successful therapeutic relationships -- including creating engaging content, refining onboarding flows, etc.
  • Perform data analysis to identify opportunities to improve experience, and track and measure their success over time
  • Collaborate with the product team to define opportunities for product to support experience
The Ideal Candidate Is
  • Customer-centric: the patient/client/member/therapist always comes first and you will make the first and last impression on them
  • Self-motivated: able to proactively create structure within a fast-paced, fluid environment and juggle many different priorities and projects
  • Problem-solver: embrace the ambiguous nature of startups. Do not shy away from challenges but instead is motivated by them! Enjoys tackling complex business challenges with an analytical mindset
  • Detail-oriented: extremely organized, detail-oriented, and analytical, particularly around documentation of business process. People count on you to ensure all the details are done correctly the first time around
  • Team player: you will be an integral part of a clinical team and should have a can-do attitude
  • Strong communicator: able to empathize, build rapport, and problem solve via written communication with customers in a fast-paced environment (e.g., email, chat, sms)
Other Skills To Be Successful In This Role
  • Able to communicate professionally and succinctly (strong grammar skills)
  • Motivated by impact and purpose and have strong interest in mental health, digital health, and/or startups
  • Outgoing personality and professional attitude
  • Proficiency with Word, Excel, PowerPoint or the Google Suite equivalent apps
  • 2+ years of customer-facing experience, preference for B2C or healthcare experience
  • Bachelor's degree preferred, bonus points for mental health-related graduate degree (MFT, LCSW, LPCC)
  • Prior mental health experience is preferred

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