Clinical Consult Liaison

About the Company:

Octave is a modern behavioral health practice creating a new standard for care delivery that’s both high-quality and accessible. With in-person and virtual clinics in multiple states, the company offers evidence-based individual, couples, and family therapy, while pioneering relationships with payers to make care more affordable through insurance. By raising the bar on how care is delivered and how providers are supported, we are building a sustainable system that values equity, affordability, and effectiveness.

About the Role:

The Clinical Consult Liaison will be the ultimate guide to Octave for our provider network and play a key role in their operational success. We want to do our very best for our providers whose values and experience align with Octave’s mission by facilitating a seamless onboarding process for new providers, and continuously ensuring high quality support throughoutthe provider life cycle. This requires thorough knowledge of our provider workflows and procedures with an ability to communicate effectively when support is needed.

The ideal candidate has mastered the art of communication, executed on process improvement projects, and enjoys crossing things off your to-do list. They have demonstrated an ability to be a strong team player, are detail-oriented, and tech savvy with a customer friendly mindset. They are highly organized, performance driven, and thrive on making sure all their ducks are in a row. They enjoy keeping busy and identifying ways to improve operational efficiency.

This exempt position will report to the Manager of Clinical Consult. The position is fully remote with a work schedule of 10am-6pm PST.

Responsibilities Include:

• Embody Octave’s mission to deliver extraordinary care in every interaction with providers.
• Serve as the point of contact to the contracted therapist by taking front line responsibility for issue resolution, answering questions and providing effective and timely follow-up (inquiries via Zendesk and Slack).
• Responsible for relationship development and engagement of contracted therapists through frequent, open communications. 
• Manage and facilitate the overall onboarding experience for contracted therapists to ensure they are set up for success before they see their first Octave client. 
• Facilitate one-on-one provider support meetings to identify, troubleshoot, train, and/or check in as needed.
• Become a subject matter expert in our tools and work streams to iterate and improve them as we grow. 
• Partner with internal and/or cross-functional teams as needed.
• Initiate, track and follow up with regard to provider onboarding workflows.
• Drive engagement and proactive outreach to onboarding providers.
• Manage the overall onboarding experience for contracted therapists to ensure they are set up for success before they see their first Octave client. 

Preferred Qualifications:

• Minimum 3 years of experience working in an administrative, customer support and project management capacity, preferably in the healthcare industry.
• Experience and understanding of the mental health and/or telemental health space preferred.
• Experience onboarding new hires, building training collateral and conducting training.
• Detail oriented and impeccable organizational skills are a must.
• Excellent verbal and written communication and can adapt your approach to multiple groups.
• Strong roots in customer service, both internal and external. 
• Ability to work independently, meet deadlines, and engage stakeholders effective to progress initiatives forward.
• Self-starter, willing to roll up your sleeves and be proactive and solution oriented. 
• Nimble and open to frequent change, iteratives processes, and operating in a testing culture. 
• We are a startup, so flexibility in role and the willingness to go outside of the exact job responsibilities is a requirement.
• If you're excited about this role and our mission, we encourage you to apply even if you don't believe you meet every single requirement or qualification in the job description.

Octave's Company Values:

The below values drive our day-to-day operations.

• We’re human beings first. We operate with empathy and kindness – with our clients, with our collaborators, and with ourselves.
• People deserve better than status quo. We’re willing to tackle the intractable problems, no matter how big, because someone should. We ask big questions, we craft big solutions, and we challenge ourselves and others to make it happen.
• No bystanders. No stars. No tourists. Each person has been selected to be here, and with that comes a responsibility to bring your expertise, share your i