Manager, Medical Records & Authorizations

BetterHelp

5d•$110,000 - $125,000•Remote

About The Position

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution. As the Manager of Medical Records & Authorization at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way. We are seeking a detail-oriented, mission-driven leader to oversee BetterHelp’s medical records and authorization programs. The Manager, Medical Records & Authorizations will lead both operations and people, ensuring accurate, compliant, and scalable workflows while building a high-performing team. This role owns the strategy and execution of medical records access, disclosure, and authorization processes, ensuring alignment with privacy regulations and operational needs. The Manager also coaches team members, sets performance expectations, and serves as an escalation point for complex or sensitive matters. Working cross-functionally with Compliance, Legal, Clinical Operations, Member Experience, and external partners, this role ensures workflows are audit-ready and scalable. As a subject-matter expert on HIPAA and privacy requirements, the Manager helps guide decisions involving protected health information (PHI). This role is ideal for someone focused on operational excellence, risk mitigation, and team development in a fast-paced healthcare environment.

Requirements

Bachelor’s or Master’s degree in a healthcare-related field (e.g., Health Administration, Public Health, Health Sciences, Psychology, or similar)
Minimum 2–3 years of experience in one or more of the following:
Working knowledge of HIPAA and confidentiality requirements related to PHI
Exceptional organizational skills with high attention to detail and accuracy.
Excellent written and verbal communication skills, including the ability to explain processes clearly and with empathy.
Ability to manage multiple time-sensitive tasks in a fast-paced environment.
Proficiency with digital platforms and operational tracking systems.
A growth mindset and willingness to learn, improve workflow processes, and adapt to evolving operational needs.

Nice To Haves

Licensed clinician strongly preferred
Experience working in telehealth, behavioral health, or mental health settings
Familiarity with electronic health records (EHRs), CRM systems, or case management tools
Familiarity with audits, utilization review, or medical necessity documentation
Experience using DocuSign or other electronic consent platforms
Prior experience handling sensitive, time-sensitive, or legally driven requests, ideally supporting insurance authorizations or payer documentation
Ability to balance empathy with policy enforcement when communicating with clients
HIM, ROI, or authorization-related certification

Responsibilities

Own and oversee end-to-end medical records request workflows, including evaluation, prioritization, and fulfillment, ensuring team-level accuracy, discretion, and regulatory compliance.
Lead, coach, and develop a team responsible for reviewing and validating authorizations and related documentation, ensuring sound judgment and consistent application of eligibility requirements for records release.
Serve as a cross-functional liaison and primary escalation point for records requests, partnering with members, therapists, legal representatives, and internal teams to set expectations, communicate status, and resolve issues.
Establish, monitor, and assess audit-ready documentation standards for requests, actions, deadlines, and communications, identifying and addressing potential compliance gaps across the team.
Act as a senior escalation point for complex, urgent, or sensitive requests, partnering with Legal, Compliance, Clinical Operations, and Member Success as needed.
Proactively manage team service-level performance by analyzing request pipelines, identifying systemic blockers, and driving cross-team solutions to meet compliance and service objectives.
Identify opportunities for process optimization and risk mitigation, leading improvements to enhance efficiency, accuracy, and scalability of records operations.
Contribute to and lead cross-functional initiatives, audits, and special projects within Clinical Operations.
Oversee secure and compliant records disclosure decisions in alignment with policies, regulations, and evolving operational needs, ensuring consistent team adherence to standards.