Clinical Operations Consultant - Germany (M/F/D)
About the role
Who are we and why should you join us?
BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service – providing affordable and convenient therapy in 210 countries and over 60 languages across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever.
As a Clinical Operations Manager - Germany at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day.
What are we looking for?
We are looking for a hard-working, passionate, fast-paced individual with experience providing direct clinical care to join our Clinical Operations Team. Our Clinical Operations teammates are the liaison between BetterHelp members, the counselors, and the technology platform; and they consistently help our company to improve efficacy and quality between the three.
You are a self-starter with a growth mindset that spans clinical quality, business development, and the rapid pace of change characteristic of a tech startup.
What will you do?
- Provide support via email, phone, and chat to our rapidly growing counselor network to ensure they are well-equipped to provide high-quality clinical care.
- Act as a point of escalation for complex customer and counselor questions to ensure quality improvement.
- Audit qualitative, quantitative, and/or episodic data and provide fair, actionable, and constructive clinical feedback to counselors.
- Monitor clinical capabilities and work experience of counselors applying to the platform.
- Proactively conduct outreach and maintain communications with counselors to improve satisfaction and prevent churn.
- Articulate new product ideas or enhancements to the Clinical Product Liaison team.
- Stay up to date with the regulatory environment and communicate changes to support compliance.
- Work with Marketing Department and participate in public speaking events, media interviews, and appear on BetterHelp's social media channels.