Manager, Medical Records & Authorizations

Who are we and why should you join us?

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.

What are we looking for?

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.

What will you do?

• 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.

What will you NOT do?

• You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.
• You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.
• You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.

Can I work remotely?

Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.

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.

Bonus

• 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

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company
• Competitive compensation 
• Holistic perks program (including free therapy, employee wellness, and more)
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• The chance to build something that changes lives – and that people love
• Any piece of hardware or software that will make you happy and productive
• An awesome community of co-workers

The base salary range for this position is $110,000 - $125,000. In addition to the base salary, this position is eligible for a performance bonus and the extensive benefits listed here (subject to eligibility requirements): Teladoc Health Benefits 2026. Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.