Summus is the leading virtual specialty care company transforming speed of access to specialty expertise for all people -simply, quickly, and affordably. We are looking for outstanding, authentic, and accountable candidates to apply for the Clinical Lead, Mental Health amp; Wellbeing position and join our Member Experience Team.
Our proprietary marketplace model attracts leading specialists who support better insights and decision making across all health conditions. With a curated network of more than 5,100 renowned specialists from top academic medical centers, and more than 2.1 million members around the world we are the clinical front door to trusted, high-quality expertise. Summus supports employees and families in the moments that matter most across any health condition and at any point in their journey.
Using our simple, elegant, and powerful technology platform, we support: employers and benefits consultants, health plans, hospital systems, and primary care practices, among other medical groups, to deliver unparalleled access to the best of the best in medicine while restoring human connection in healthcare.
Our Member Experience team is seeking a highly skilled and experienced healthcare and client service professional to join our team as a Clinical Lead, Mental Health amp; Wellbeing. As a Clinical Lead, you will help drive the expansion of a transformational way to access expertise in medicine globally by working directly with our members to help them make better medical decisions. Clinical Leads are responsible for overseeing the high-touch, personalized support we provide to our members who are grappling with medical issues for themselves or a family member. This position is an essential role at the heart of Summus and has the potential for tremendous growth opportunities within our organization as we scale.
In this role you will:
- Triage mental health navigation (MHN) cases for Employer and Consumer members, providing guidance on member questions and requests
- Train Member Experience Coordinators to triage MHN cases and identify mental health providers and resources for members
- Complete MHN intake calls and serve as an advocate for members, ensuring that their needs and concerns are heard and addressed (~about 25% of calls)
- Review our current MHN and Wellbeing offering and continue to refine and build out our Mental Health amp; Wellbeing offering and follow-up
- Recruit, onboard and train Clinical Advisors for the Mental Health amp; Wellbeing offering; provide ongoing education for our Clinical Advisors
- Serve as the lead and escalation point person for MHN cases
- Build out our Mental Health and Wellbeing resource library (i.e. therapists, psychiatrists, home health care, nursing homes, support groups, etc.)
- Collaborate with Member Experience Coordinators to ensure cases are running efficiently
- Analyze member feedback to identify opportunities for improvement and innovation for our Mental Health amp; Wellbeing offering
- Identify areas for improvement in Member Experience processes and procedures, and develop and implement solutions in partnership with Clinical Operations, Product, and Engineering to enhance efficiency and effectiveness
- Work closely with Customer Success and Sales to help formulate talking points for our Mental Health and Wellbeing offering; goes on site to meet with clients to talk about our offerings
- Work closely with Customer Success to boost utilization and maximize commercial outcomes for Employer and other clients
- Demonstrate excellence in client service, written and oral communication, project management, and problem solving
- Lead with empathy and kindness
- Excel in a fast-paced, entrepreneurial, evolving, and challenging environment
Responsibilities:
- Can-do attitude! Go above and beyond to provide our patients and their families with the guidance and answers they need
- Maintain accountability and responsibility for case execution
- Assist with the implementation of new hospital systems
- Identify opportunities to improve the remote second opinion program and collaborate with the team to implement changes
- Demonstrate empathy, kindness, and understanding in all interactions with patients, their families and the physicians
- Resolve time-sensitive tech support issues and concerns in a timely and efficient manner
- Work closely with the department leads and administrative personnel from the different hospital systems to improve processes and enhance the experience for physicians and families
Requirements
- At least 6 years of experience in a clinical leadership role, preferably in a remote setting
- Degree in Psychology, Psychiatry, Social Work, or related healthcare discipline, with active licensure - PsyD, MD, or LCSW
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