Senior VA Account Manager

VA Account Manager

SonderMind is hiring a VA Account Manager to join our Military and Government Partnerships team. This role manages day-to-day relationships across two key partnership channels: VA Medical Centers (VAMCs) operating under the Community Care Network (CCN), and TRICARE-covered active duty service members and their dependents through MTFs (Military Treatment Facilities), base clinics, and Family Readiness programs. You will serve as the primary point of contact across your assigned territory, helping Veterans, active duty families, and military-connected individuals access mental health services through SonderMind.

You'll work closely with the Head of Military and Government Partnerships, Care Operations, and the senior AMs, managing a defined set of VA and TRICARE relationships and building deep familiarity with the referral systems, authorization workflows, and people that make both partnership channels work. This is a great fit for someone who wants to grow their account management experience in a mission-driven, complex dual-channel partnership environment serving those who serve.

What You'll Do

• Manage day-to-day relationships with VAMC Community Care staff, MTF clinic coordinators, and Family Readiness Officers across an assigned territory, serving as a reliable, responsive point of contact for referral coordination, authorization questions, and account needs across both VA CCN and TRICARE channels
• Support Veterans in accessing Community Care Network (CCN) mental health services and TRICARE-covered active duty dependents in accessing in-network behavioral health care resolving scheduling, onboarding, and access barriers in partnership with internal teams
• Track referral activity and account health across assigned VA and TRICARE sites, escalating patterns and systemic issues to the senior AM and internal programs team
• Train VAMC staff on SonderMind's CCN referral processes and MTF/base clinic staff on TRICARE authorization and scheduling workflows, ensuring all partners can send referrals confidently
• Coordinate with Care Coordination, Provider Success, and Billing teams to resolve account-level issues affecting both VA and TRICARE beneficiaries
• Maintain accurate records of account activity, VAMC and MTF contacts, authorization status, and escalation notes in Salesforce
• Support the senior AM and Head of Military and Government Partnerships with reporting, site-specific insights, and preparation for strategic conversations across both VA and TRICARE accounts

What does success look like?

• In the first 30 days: You've completed onboarding, learned the VA CCN referral management systems, TRICARE authorization workflows, and SonderMind's internal processes, and established initial contact with VAMC and MTF sites in your territory
• In 90 days: You're independently managing day-to-day relationships across both VA and TRICARE accounts responding to inquiries, resolving access barriers, and maintaining an accurate picture of account health across your sites
• In 6 months: Your territory is running smoothly across both channels referral volume is stable or growing from VA sites and TRICARE partners, your contacts know you by name, and you're proactively flagging patterns the senior AM and programs team can act on
• Long-term: You've built strong VA and TRICARE relationships that drive referral volume and access to care for Veterans and military families, and you're ready to take on a larger territory and more complex account challenges

Who You Are

• 46 years experience in account management, client success, or a client-facing coordination role
• 2+ years experience working with or within the Department of Veterans Affairs, VA Community Care Network, or TRICARE programs
• Strong relationship-building and communication skills comfortable working directly with external partners across government and military environments and navigating multi-stakeholder organizations
• Organized and detail-oriented, able to manage multiple accounts and follow through on commitments
• Collaborative mindset with experience working cross-functionally to resolve customer issues
• Comfortable with CRM tools (Salesforce preferred) and working in fast-paced, evolving environments

Nice to Have:

• MSA or MTF liaison experience strongly preferred
• Background in healthcare, behavioral health, or tech-enabled services
• Familiarity with government payer programs, TRICARE authorization workflows, or enterprise client management
• Personal connection to military or veteran communities a plus

Our Benefits

The anticipated salary rate for this role is between $100,000-$112,500 per year. In addition, this role is bonus eligible.

As a leader in redesigning behavioral health, we are walking the walk with our employee 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 life and work.

Our benefits include:

• A commitment to fostering flexible hybrid work
• A generous PTO policy with a minimum of three weeks off per year
• Free therapy coverage benefits to ensure our employees have access to the care they need (must be enrolled in our medical plans to participate)
• Competitive Medical, Dental, and Vision coverage with plans to meet every need, including HSA ($1,100 company contribution) and FSA options
• Employer-paid short-term, long-term disability, life & AD&D to cover life's unexpected events. Not only that, we also cover the difference in salary for up to seven (7) weeks of short-term disability leave (after the required waiting period) should you need to use it.
• Eight weeks of paid Parental Leave (if the parent also qualifies for STD, this benefit is in addition which allows between 8-16 weeks of paid leave)
• 401K retirement plan with 100% matching which immediately vests on up to 4% of base salary
• Travel to Denver 1x a year for annual Shift gathering
• Fourteen (14) company holidays
• Company Shutdown between Christmas and New Years
• Supplemental life insurance, pet insurance coverage, 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 View email address on click.appcast.io.

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.