Care Coordinator - Documentation Specialist

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 https://www.instagram.com/sondermind/?hl=en, Linkedin https://www.linkedin.com/company/sondermind/, and Twitter https://twitter.com/SonderMind?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor.

Additionally, we expect all team members to effectively leverage modern AI technologies as part of their everyday workflow, and to continuously adapt as new tools emerge. Familiarity with job-relevant AI platforms such as Gemini, ChatGPT, Claude, GitHub Copilot or other industry-standard AI productivity tools is expected and considered essential for success at this company.

ABOUT THE ROLE

As a Documentation Specialist, you will serve as the operational backbone of our clinical compliance and provider support workflows. In this role, you will be directly responsible for managing clinical information flow, conducting daily chart audits, and partnering closely with behavioral health providers (therapists and psychiatric nurse practitioners) to ensure all required documentation meets strict payer and regulatory compliance standards.

This is a fast-paced, highly detail-oriented administrative role where you will manage active caseloads across multiple Electronic Health Record (EHR) and payer portal systems. You will act as the go-to subject matter expert for clinicians on documentation timelines, safety plan execution, and chart completion, directly protecting patient care continuity and billing revenue integrity.

This a full-time opportunity, and the schedule is Monday-Friday, 9:00am-5:30pm PST (10:00am–6:30pm MST / 11:00am-7:30pm CST /12:00pm–8:30pm EST).

WHAT YOU’LL DO

- Session Note & Record Management: Accurately download initial evaluation notes, clinical reviews, and treatment plans from external payer portals and upload/attach them into our EHR system, ensuring seamless and error-free record integration.

- Outstanding Documentation Tracking & Compliance Enforcement: Daily monitor, audit, and follow up on outstanding clinical documentation across assigned provider caseloads to ensure strict adherence to non-negotiable compliance requirements.

- Provider Partnership & Communication: Serve as the dedicated point of contact for clinicians regarding documentation procedures, template orientation, chart addendums, and clinical review workflows, providing prompt, professional, and supportive guidance via email and internal messaging.

- Documentation Log Maintenance & Quality Assurance: Maintain meticulous, real-time tracking logs of all documentation statuses, upholding data integrity and strict HIPAA compliance at all times.

- New Provider Onboarding Support: Assist leadership with clinical onboarding by guiding newly hired clinicians through documentation expectations, EHR charting workflows, and compliance milestones during their initial ramp-up.

- Payer & Administrative Liaison: Coordinate documentation exchanges between clinicians and insurance liaisons to resolve chart discrepancies and fulfill audit requests.

- Workflow Optimization & Trend Reporting: Track recurring charting bottlenecks or non-compliance trends, providing actionable feedback to operations leadership to streamline daily workflows and enhance team efficiency.

- Other responsibilities and ad-hoc projects from time to time based on business needs.

WHAT DOES SUCCESS LOOK LIKE?

- 30 Days: Master navigation across InSync and Lucet; successfully manage daily note transfers and understand payer-specific compliance SLAs and documentation triggers.

- 60 Days: Independently manage a standard caseload of 25–30 assigned clinicians; establish positive communication rhythms with providers and resolve daily chart exceptions with minimal oversight.

- 90 Days: Fully autonomous across all documentation logs; consistently meet daily turnaround targets and assist with initial chart audits for new provider cohorts.

Continued Success:

- Proactive Auditing: Proactively identify documentation gaps before they reach billing or audit escalation.

- Collaborative Relationships: Maintain trusted, collaborative relationships with clinicians that foster high compliance and rapid turnaround times.

- Operational Reliability: Serve as a reliable operational anchor capable of assisting teammates during peak volume or coverage transitions.

How Performance Is Measured:

- SLA Compliance Rates: % of intakes audited/completed within 24 hours and safety plans documented same-day across assigned providers.

- Log Accuracy & Timeliness: Real-time accuracy and completion of daily documentation logs and addendum tracking sheets.

- Provider Responsiveness: Timeliness and quality of support provided to clinicians regarding documentation inquiries and chart amendments.

- Billing Continuity: Minimizing locked encounters or billing claim delays attributable to missing clinical notes.

WHO YOU ARE

- Experience: 1–2+ years of administrative, care coordination, or operational experience in a healthcare or behavioral health setting.

- Compliance Knowledge: Strong working knowledge of clinical documentation standards, medical records management, and strict adherence to HIPAA regulations (preferred)

- System Aptitude: Proven proficiency navigating Electronic Health Record (EHR) platforms and administrative tracking systems (experience with Google Workspace, Microsoft Excel, and web-based portals).

- Communication Skills: Excellent written and verbal communication skills with the ability to convey compliance requirements to clinicians in a warm, collaborative, and professional manner.

- Attention to Detail & Time Management: High attention to detail with the ability to prioritize a high daily volume of tasks, manage competing deadlines, and maintain focus in a fully remote environment.

OUR BENEFITS

The hourly rate for this role is $21.64 per hour and is non-negotiable.

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.

Our Hiring Process & Use of AI

At SonderMind, we use technology, including AI-assisted tools, to support our recruiting process. These tools help us operate efficiently and provide a consistent, timely experience for every candidate. They may assist our team with activities such as scheduling interviews, taking notes and transcriptions, organizing candidate information, and coordinating outreach. In the course of using these tools, we may process the personal and professional information you share with us as part of your application.

All hiring decisions at SonderMind, including whether to advance, reject, or extend an offer to a candidate, are made by members of our recruiting and hiring teams. We do not rely on automated systems to make these decisions about candidates.

We are committed to a fair and equitable process. If you have questions about the technologies used in our recruiting process, would like to request an alternative method of engagement, need an accommodation, or would like a member of our team to review a decision about your candidacy, please contact us at [email protected].

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.