About SonderMind
At SonderMind, we believe everyone deserves one personalized, connected, and effective mental health destination to take care of their mental health and well-being at any stage of life. SonderMind care encompasses everything from therapy and medication management to meditation and mindfulness exercises. Our clinicians leverage our digital tools and research to deliver increasingly high-quality care and to develop thriving practices. Combining technology and human connection, SonderMind drives better outcomes through our comprehensive approach. Learn more about SonderMind at sondermind.com or download the mobile app, available on iOS and Android. To follow the latest SonderMind news, get to know our clients, and learn about what it’s like to work at SonderMind, you can follow us on Instagram, Linkedin, and Twitter.
About the Role
The Clinical Quality Specialist role exists to uphold and strengthen the quality of care within the organization. This position ensures that clients and clinicians are supported with the right resources, processes, and interventions to deliver excellent, evidence-based care. The role is designed to be collaborative and supportive, focusing on provider success and client outcomes.
What you’ll do
- Provide ongoing support to providers to help them maintain high quality care delivery and professional growth.
- Own provider escalation, investigation, remediation, and termination processes stemming from client-reported complaints, health plans, or other external reports.
- Monitor, track, and respond to clinical adverse events.
- Assist with identification, monitoring, and interfacing with outliers in the provider group.
- Conduct clinical reviews of clinicians joining the organization.
- Work under the leadership of the Clinical Quality Manager to ensure evidence-based practices (including measurement-based care) are utilized effectively.
- Contribute to clinical research development related to delivering high quality clinical outcomes.
- Assess and implement proactive interventions through trends in provider complaints.
- Implement early-stage risk mitigation processes.
- Investigate inappropriate billing practices and identify intent and remediation for both the client and provider.
- Identify gap areas in clinical strategy where input is necessary for successful provider outcomes.
- Identify creative ways to incentivize and support the provider network and collaborate with clinical education to develop training opportunities.
- Work with Customer Support, Product, Provider Success, Clinical Quality, and Care Coordination teams to execute end-to-end clinical roadmaps and SOPs highlighting priorities, KPIs, cross-functional ownership, and workflows.
What does success look like?
- Consistently build trust and rapport with providers by offering timely, supportive, and solution-oriented guidance.
- Demonstrate strong clinical judgment in handling escalations, adverse events, and provider outliers, with clear documentation and collaboration with the Clinical Quality Manager.
- Meet monthly company case targets while ensuring accuracy and timely processing.
- Independently process and manage cases with minimal oversight, demonstrating sound clinical reasoning and accountability.
- Show reliability in meeting deadlines for investigations, clinical reviews, and reporting requirements.
- Effectively partner with cross-functional teams to execute streamlined workflows and SOPs.
- Contribute to meaningful improvements in provider satisfaction and clinical outcomes through proactive support and early intervention strategies.
- Actively identify and communicate opportunities for quality improvement initiatives to leadership.
- Engage in continuous professional development to remain current with clinical best practices and evolving quality standards.
Who You Are
- Master’s degree in a mental health discipline.
- Active, cleared clinical license (e.g., LMFT, LPC, LCSW, LMHC, or equivalent) in good standing.
- 4+ years of clinical experience required; private practice experience strongly preferred.
- Strong clinical judgment and experience handling escalations, adverse events, or quality-related investigations.
- Demonstrated ability to collaborate effectively across multiple teams.
- Commitment to provider support and quality management.
Our Benefits
The anticipated salary range for this role is $72,000 - $82,000. Final compensation will be determined based on a variety of factors, including relevant experience, skills, education, and past performance. In addition to base salary, this position may also be eligible to participate in our equity incentive plan.
As leaders in redesigning behavioral health, we walk the walk with our employees' benefits. We want the experience of working at SonderMind to accelerate people’s careers and enrich their lives, so we focus on meeting SonderMinders wherever they are and supporting them in all facets of their lives and work.
Our benefits include:
- A generous PTO policy, with a minimum of three weeks off per year
- A holiday schedule that follows standard U.S. holidays
- Free therapy coverage benefits to ensure employees have access to the care they need (must be enrolled in a qualifying medical plan to participate)
- Competitive Medical, Dental, and Vision coverage, with plans to meet every need — including HSA (with $1,100 company contribution) and FSA options
- Employer-paid short-term disability, long-term disability, life & AD&D, plus coverage of the salary difference for up to seven weeks of short-term disability leave (after the required waiting period)
- Eight weeks of paid Parental Leave; if the parent also qualifies for STD, this benefit is in addition, allowing for 8–16 weeks of paid leave
- 401(k) retirement plan with 100% match on up to 4% of base salary, immediately vested
- Join teammates from across the country at our annual company gathering
- Company shutdown between Christmas and New Year’s
- Supplemental life insurance, pet insurance, commuter benefits, and more
Application Deadline
This position will be an ongoing recruitment process and will be open until filled.
Equal Opportunity
SonderMind does not discriminate in employment opportunities or practices based on race, color, creed, sex, gender, gender identity or expression, pregnancy, childbirth or related medical conditions, religion, veteran and military status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition (including genetic information or characteristics), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
