Customer Experience Manager- Behavioral Health

About UpLift

At UpLift, we believe mental health is just as important as physical health. We're rethinking the mental healthcare model to make it more accessible. While 1 in 5 Americans struggle with mental health issues, only 40% get care because of barriers like cost, distance, information, and the stigma associated with it. Providers want to meet and support more people—but only 30% of therapists accept insurance because of complex and slow approval systems. UpLift bridges clients, providers, and insurers, so everyone can find great mental health care at an affordable rate. We use technology to deliver personalized provider matches, so clients have the agency to select the right provider for them.

Backed by Redesign Health, B Capital, and more, we have brought affordable and accessible mental health care to clients and are looking for driven and empathetic new team members to help us as we scale to new markets in 2023 and beyond. Our founders and leaders come from other high-growth healthcare startups, such as Cityblock Health, Clover, Oscar Health and hims & hers.

Benefits We Offer

• Bi-annual performance reviews & development plans
• Remote and flexible working environment: work from anywhere in the US!
• Medical, Dental, and Vision coverage with $0 monthly premium options
• 18 days PTO and 12 paid company holidays
• Complimentary One Medical Membership
• Fully paid parental leave
• Annual "work from home" stipend
• Competitive compensation packages in line with industry standards

About The Role

As the leader of our Customer Experience functions you will report directly to our SVP of Operations. You'll lead the development and build of our core experience teams - provider experience & client experience.

We are seeking a highly motivated, deeply experienced and resourceful leader to design, inspire, lead and scale our Customer Experience function and help create the future vision of how we'll serve our providers & clients. You will influence and inspire a team of passionate Customer Experience Specialists & grow that team and its leadership as we scale.

In this role, you will serve as a cross-functional leader inside the company, working with product, growth & operations to drive a culture of outcomes and positive experiences. You'll manage the operations of the provider & client support teams to ensure we achieve strategic priorities and deliver exceptional care. You will set, track, manage and evolve our operational Key Performance Indicators (KPIs) weekly, quarterly and overall, and act as an advocate and leader for our front-line team members.

Responsibilities

• Owning patient engagement from referral partners to ensure cost efficient and customer care achievement
• Coaching and mentoring team members with a focus on professional development and upstream thinking- your amazing team currently has 7 Customer Experience Specialists and is growing
• Owning the efficiency and quality balance of the Customer Experience function, smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and process
• Developing and managing the metrics to measure the experience and impact of the teams, and set goals and provide progress updates
• Gathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the teams
• Utilizing deep product and behavioral health industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for customer support
• Driving improvements in provider & client satisfaction across channels by understanding the struggle and support needs of our customers and how our teams can best respond
• Working closely with Revenue Cycle to create clean eligibility and payment charging processes to ensure customer and provider satisfaction
• Supporting onboarding new providers to the UpLift platform efficiently and effectively

Relevant Experience

• The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills
• A passion for healthcare, mental health and ensuring an outstanding customer experience
• 5+ years of relevant customer experience operations work experience
• Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale
• Experience creating, building, optimizing experience operations, particularly in a fast-paced startup or tech environment
• Past product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a healthcare technology company

Additional Information

This role is remote and offers a full-time salary of $90,000-$115,000 per year plus benefits & equity.