Director, Client Engagement and Support

At Two Chairs, we’re building a world where everyone has access to exceptional mental health care. We’ve brought together a remarkable team at the intersection of clinical care, design, and technology to change the way people find therapists who can help them.  We’re united by our personal experiences with the mental health care system and a desire to build a better one for everyone. With that, we're excited and honored to have been recognized as a 2024 Great Place to Work, 2024 Fortune Best Workplaces in the Bay Area, and 2023 San Francisco Business Times Bay Area Best Places to Work.

Diversity, equity, and inclusion are the principles guiding how we build our business and teams. We encourage interested candidates from diverse backgrounds to apply even if they don't think they meet every expectation of the role.

Our Perks and Benefits:

To support you at work, we offer some fantastic perks and benefits that reflect our mission of self-care and support, including:

• Equity in a high-growth start-up
• Generous paid time off, plus 9 paid holidays and an additional Winter Office Closure from Christmas Day (Observed) through New Year's Day
• Comprehensive medical, dental, and vision coverage
• One-time $200 Work from Home reimbursement
• 401(k) Retirement savings options
• Annual $500 professional development stipend to support your professional development
• Annual $500 subsidized company contribution to your healthcare FSA or HSA
• Annual $500 wellness stipend to encourage and support a well-rounded and healthy lifestyle
• Paid parental leave

About the role

As Director, Client Engagement and Support, you’ll lead our Care Coordination team, which handles both inbound customer support requests and outbound calls to bring prospective clients into care. In addition to leading this team, the Director will serve as a champion internally for our client experience. This includes collaborating with cross-functional partners, including Product, Engineering, Clinical Care, Care Operations, Marketing and Business Development.

You'll be responsible for defining and leading our strategy for client experience, including client growth & conversion, and partnering with cross-functional teams on projects that impact Care Coordination.

Core Areas of Responsibility

• Care Coordination Leadership (55%)
  • Define and drive improvements for Care Coordination KPIs, including response times, handle time, CSAT, etc.
  • Foster a safe and motivating team environment through team meetings and 1:1’s
  • Proactively support the team with change management as we learn about and implement process and tooling updates
  • Own team Care Coordination team staffing model and identify opportunities to improve team efficiency
  • Manage Care Coordination team capacity and priorities, advocating for the team while balancing business needs
  • Represent Care Coordination on major cross-functional projects (launching in new states, implementing new payer partners, etc.) and serve as a liaison to the rest of the Care Coordination team
• Outbound Calling Capabilities (35%)
  • Establish outbound calling capabilities to enroll people into Two Chairs’ services
  • Define key metrics and management processes to measure performance and efficiency of the team
  • Evaluate existing technology platforms and define requirements for technology investments to support performance and scale
  • Collaborate with other departments, including marketing, business development, product, clinical and operations teams to ensure a cohesive approach to client service
• Client Experience Strategy (10%)
  • Share client experience data and insights across the company
  • Advocate for improvements to the client experience inside and outside of the therapy room
  • Lead cross-functional initiatives that impact client experience
  • Foster relationships with cross-functional stakeholders and partners, including Clinical Leadership, Product Development, Business Development, Care Operations, and Revenue Cycle Management

Impact and Success Indicators 

Where you’ll make an impact in the first 90 days:

• Understand Two Chairs business model and role of Care Coordination
• Create roadmap for maturation of outbound calling capabilities
• Create business cases to invest in top client experience opportunities
• Understand and demonstrate proficiency on Care Coordinator workflows
• Develop rapport with direct reports and cross-functional partners

 Where you’ll make an impact in the first year:

• Drive continuous improvement within the care coordination team
• Establish and scale outbound calling capabilities across all Two Chairs client channels
• Elevate the client voice in cross-functional venues

 You’ll be successful if you have:

• Demonstrated experience in customer service or sales
• Data-driven decision-making skills
• Experience leading a department of over 20 people
• Experience and passion for people management, including experience managing managers
• Knowledge of or interest in health insurance, claims, and/or behavioral health
• Strong attention to detail and problem-solving skills
• An ownership mindset, as we are a growing, rapidly changing, and sometimes ambiguous environment

Compensation

The salary range for this full-time, exempt role is $178,602 to $241,638 annually. New hires can reasonably expect an offer between $178,602 and $210,120. Placement in this range is based on qualifications and experience.

Please stay alert to protect yourself from sophisticated job scams during the recruiting process.

Only emails that come from twochairscareers.com or twochairs.com are legitimate recruiting messages. Our People Team will not send emails from other domains, or message you using WhatsApp or text messaging in the initial stages. We conduct all interviews by phone or Google Video, and we will never ask you for money or to download software.

More tips from the FTC to avoid job scams: https://www.consumeraffairs.com/news/ftc-offers-tips-on-avoiding-job-scams-041321.html

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All applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.