Senior Manager, Provider Experience

🔥 1 hour ago

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BetterHelp

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2013

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

BetterHelp is the world's largest online therapy service, offering professional, licensed, and vetted therapists to help with a range of issues including depression, anxiety, relationships, trauma, and more. The platform allows users to communicate with therapists via text, chat, phone, and video sessions, providing convenience and flexibility similar to traditional in-office therapy. BetterHelp matches users with licensed providers such as psychologists, licensed professional counselors, and clinical social workers, and offers therapy solutions for individuals, couples, and teens.

📋 Description

• Lead and develop a team focused on provider-facing initiatives across Provider Experience and Incentives • Provide strong people management, coaching, and support to drive team effectiveness and growth • Establish clear roles, responsibilities, and ways of working to enable efficient execution across a broad set of touchpoints • Foster a team culture grounded in accountability, adaptability, and cross-functional partnership • Continuously assess and evolve team structure and workflows in line with business needs • Lead and drive initiatives aimed at improving the end-to-end provider experience and engagement • Define how Provider Experience fits within the company as a whole, including clarifying ownership of provider-facing workflows • Partner cross-functionally to identify, scope, and transition provider-related work into the appropriate teams • Take a proactive, project-based approach to identifying organizational needs and building scalable workflows • Oversee and enhance the Help Scout ticketing system, including intake, triage, and workflow management • Develop a deep understanding of system capabilities to improve efficiency, visibility, and operational effectiveness • Identify opportunities for process improvement and implement scalable solutions that streamline provider support and internal coordination • Serve as a key representative of Provider Experience across internal stakeholders, ensuring visibility and alignment • Build strong cross-functional relationships and improve coordination across teams supporting provider-facing work • Establish clear ownership and collaboration models to ensure seamless execution across touchpoints • Champion the provider perspective across the organization, ensuring the impact of internal decisions is proactively considered • Build and mature the provider advocacy function, including developing ways to surface and act on provider feedback • Contribute to defining and improving the provider journey, ensuring a more proactive and cohesive experience • Develop reporting and insights by leveraging data from multiple systems (e.g., Help Scout, Looker, and other tools) • Analyze provider feedback and operational data to identify trends, surface opportunities, and inform decision-making • Translate data into clear, actionable insights that drive continuous improvement and influence business decisions

🎯 Requirements

• 10+ years of experience, with at least 3 years in direct management • Senior Manager-level experience with a track record of leading and developing teams • Strong people management skills, with the ability to coach and support team members at different experience levels • Experience in healthcare operations or a related environment, with a general understanding of provider workflows and dynamics • Strong operational mindset with experience building or improving processes and systems • Proven ability to work cross-functionally and influence stakeholders • Comfortable navigating ambiguity and building within evolving or undefined areas • Analytical thinker with experience using data and reporting to inform decision

🏖️ Benefits

• Remote work with regular in-person bonding experiences sponsored by the company • Competitive compensation • Holistic perks program (including free therapy, employee wellness, and more) • Excellent health, dental, and vision coverage • 401k benefits with employer matching contribution • The chance to build something that changes lives – and that people love • Any piece of hardware or software that will make you happy and productive • An awesome community of co-workers