Client Success Specialist

Who We Are:

Mindful Support Services is a mental health organization focused on business-to-business support for independent therapy and psychiatric private practices. For 12 years, we have been providing administrative and organizational services to simplify the processes of sourcing, marketing, and billing with patients and insurers. Our teams support 1,200+ mental health providers and over 20,000 patients per week across 11 locations and virtually via Telehealth.

We are a company dedicated to the complex mission of improving access to high quality mental healthcare in our community. We are driven by our tenets of respect, authenticity, collaboration, and perseverance and instill these qualities into everything we do.

About the Role:

The Client Success Specialist, internally called Onboarding Specialist, works in-office at our Mountlake Terrace Headquarters to serve as the primary point of contact and professional support for newly contracted mental health professionals throughout the beginning stages of their partnership with us. The Onboarding Specialist will become an expert on all relevant aspects of the onboarding process, early-stage private practice management fundamentals, technology systems, and relationship building, and will motivate provider members who are learning to run a successful private practice. The Onboarding Specialist will also be a supportive driver for the growth of the company by planting the seeds of successful long-term partnerships.

This role will rely heavily on detailed and thorough organizational systems and documentation, in addition to creativity and follow through when solving problems. The Onboarding Specialist should be resourceful, analytical, adaptable, and organized with the ability to build rapport with providers (our partners), while upholding the goals of the business. This is a versatile role, so applicants of many backgrounds may have translatable skills.

Applicants with experience in hospitality or long-term customer service relationships are highly encouraged to apply.

Requirements

• Serve as the lead point of contact for provider partners working through onboarding processes and milestones.

• Track touch points including phone calls, emails, forms, or other tools utilized for provider engagement by logging each interaction in the CRM.
• Set clear expectations for completion timelines with providers and meet consistently to discuss those goals.
• Identify ways to improve the provider experience in the onboarding and off-boarding process and collaborate with the Operations Team to implement solutions.

• Provide enrollment for early practice management trainings including seminars and other course materials.
• Cultivate the community by highlighting community events, consult groups, and group trainings available. Meet event target enrollment goals and metrics.

What You'll Need to Succeed:

• A Growth Mindset and openness to receive and implement feedback
• Minimum 2+ year of team management or leadership experience
• Professional verbal and written communication skills
• Exceptional interpersonal, customer service, problem-solving and conflict resolution skills
• Ability to work through uncomfortable moments to build authentic relationships
• Proficiency with various office technologies, including CRM systems, Microsoft Word, Power BI and Excel

Benefits

Compensation and Benefits:

• 75% employer covered Health, Dental & Vision benefits plan
• 401(k) savings plan with employer matching upon eligibility
• 8 paid holidays
• 15 PTO days accrued annually
• Professional and career development opportunities
• Compensation evaluated with opportunities for advancement

Job Type: Full-time, Fully In-Office

Pay: $60,000-$75,000 per year