Clinical Operations Manager - Italy

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Requirements:

• Graduate degree (Masters or Doctorate) in counseling, psychology, or social work.
• 7+ years independently providing direct clinical care to individuals.
• Must be active and in good standing with your respective Clinical regulatory body and/or professional organization.
• Ability to understand and respect different therapeutic approaches, even if it is not your own preferred approach.
• Excellent written and verbal communication skills in multiple languages. This will include public speaking opportunities as well. Must be fluent in both English and at least one of the following: French, German, Dutch, and/or Spanish.
• Experience providing 1:1 therapy via telehealth.
• Possess a growth mindset, and you thrive in a data-driven, customer-centric environment.
• Ability to work independently and to thrive in a fast paced, high pressure environment.
• Excellent organizational, problem-solving, decision-making, conflict resolution, and critical thinking abilities.
• Tech-savvy: being able to grasp, operate, and master complicated computer systems.
• Strong attention to detail.
• Must pass a background check.
• Reliable Internet connection.

Responsibilities:

• Provide support via email, phone, and chat on a daily basis to our rapidly growing therapist network, in order to ensure they are always well-equipped to provide high-quality clinical care to our members.
• Act as a point of escalation for complex customer and therapist questions to ensure quality improvement, and you will organize cross-functional teams as needed to resolve any escalations.
• Be accountable for auditing qualitative, quantitative, and/or episodic data and provide fair, actionable, and constructive clinical feedback to therapists.
• Monitor the clinical capabilities and relevant work experience of therapists applying to be part of the BetterHelp platform.
• Proactively conduct outreach and maintain productive communications with therapists to get feedback, improve satisfaction, and prevent churn.
• Maintain a small client caseload on the BetterHelp platform.
• Work closely with our Marketing Team and participate in public speaking events, media interviews, and appear on BetterHelp's social media channels. The Clinical Operations Manager plays an active role in representing BetterHelp to external stakeholders (members, prospects, media, and government entities).
• Stay up to date with the regulatory environment, with support from our Legal Team and our Provider Network Team, and you will clearly communicate changes to the organization to support compliance with mental health ethical and legal standards.
• Take on other duties and special projects as needed, including, but not limited to: recruiting, credentialing, therapist utilization, therapist retention, member experience, therapist experience, and so on.