Senior VA Account Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Oversee daily interactions with VAMC Community Care staff, MTF clinic coordinators, and Family Readiness Officers within a designated region, acting as a dependable and responsive contact for referral coordination, authorization inquiries, and account requirements across both VA CCN and TRICARE channels.

• Assist Veterans in navigating Community Care Network (CCN) mental health services and support TRICARE-covered active duty dependents in obtaining in-network behavioral health care — addressing scheduling, onboarding, and access challenges in collaboration with internal teams.

• Monitor referral activity and account health across designated VA and TRICARE locations, raising patterns and systemic concerns to the senior Account Manager and internal programs team.

• Provide training to VAMC staff on SonderMind's CCN referral procedures and to MTF/base clinic staff on TRICARE authorization and scheduling processes, ensuring that all partners can confidently send referrals.

• Collaborate with Care Coordination, Provider Success, and Billing teams to address account-level issues impacting both VA and TRICARE beneficiaries.

• Keep precise records of account activities, VAMC and MTF contacts, authorization statuses, and escalation notes in Salesforce.

• Assist the senior Account Manager and Head of Military and Government Partnerships with reporting, site-specific insights, and preparation for strategic discussions regarding both VA and TRICARE accounts.

⛳️ Requirements

• 4–6 years of experience in account management, client success, or a client-facing coordination role.

• 2+ years of experience working with or within the Department of Veterans Affairs, VA Community Care Network, or TRICARE programs.

• Excellent relationship-building and communication skills — comfortable interacting directly with external partners in government and military contexts while navigating multi-stakeholder organizations.

• Highly organized and detail-oriented, capable of managing multiple accounts and fulfilling commitments.

• Collaborative mindset with experience in cross-functional teamwork to resolve customer issues.

• Proficient with CRM tools (Salesforce preferred) and adept at operating in fast-paced, dynamic environments.

• Nice to Have: MSA or MTF liaison experience is strongly preferred.

• Background in healthcare, behavioral health, or tech-enabled services.

• Familiar with government payer programs, TRICARE authorization workflows, or enterprise client management.

• A personal connection to military or veteran communities is a plus.

🏝️ Benefits

• A commitment to promoting flexible hybrid work arrangements.

• A generous PTO policy offering a minimum of three weeks off annually.

• Complimentary therapy coverage benefits to ensure our employees have access to necessary care (enrollment in our medical plans is required to participate).

• Competitive Medical, Dental, and Vision coverage with plans tailored to meet diverse needs, including HSA ($1,100 company contribution) and FSA options.

• Employer-paid short-term and long-term disability, life & AD&D insurance to safeguard against unexpected events. Additionally, we cover the salary difference for up to seven (7) weeks of short-term disability leave (following the required waiting period) should you need to utilize it.

• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition, allowing for a total of 8-16 weeks of paid leave).

• 401K retirement plan with 100% matching that immediately vests on up to 4% of base salary.

• Annual travel to Denver once a year for the Shift gathering.

• Fourteen (14) company holidays.

• Company shutdown between Christmas and New Year's.

• Supplemental life insurance, pet insurance coverage, commuter benefits, and more!