Medical Records & Authorizations Specialist

BetterHelp

4d•$34 - $43•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 in 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 Medical Record & Authorizations Specialist 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, highly organized, and mission-driven professional to serve as a key operational and compliance partner supporting BetterHelp’s medical records and authorization programs. The Medical Records & Authorizations Specialist oversees and continuously improves processes governing medical records access, disclosure, and authorization management, ensuring alignment with applicable privacy regulations and internal standards. This role requires independent judgment in evaluating documentation requests, interpreting authorization requirements, and resolving complex or non-standard records inquiries in a fast-paced, highly regulated environment. In this role, you will handle sensitive information with a high degree of discretion while balancing regulatory obligations, operational efficiency, and member experience. The Specialist collaborates cross-functionally with Compliance, Legal, Clinical Operations, Member Experience, and external providers to ensure records workflows are accurate, scalable, and audit-ready. The position also serves as a subject-matter resource on HIPAA and privacy requirements, providing guidance and contributing to process improvements and operational decision-making related to protected health information. This position is well-suited for a professional motivated to drive operational excellence and mitigate organizational risk through clear communication, thoughtful process ownership, and continuous improvement. While a medical license or clinical degree is not required, prior experience working with protected health information in a regulated healthcare environment is essential, along with the ability to apply privacy regulations using sound judgment and professional discretion.

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:
Medical records or health information management
Healthcare billing or revenue cycle operations
Healthcare customer support or operations
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 accuracy, discretion, and regulatory compliance.
Review and validate authorizations and related documentation, exercising independent judgment to determine eligibility for records release.
Serve as a cross-functional liaison and primary point of contact for records requests, partnering with members, therapists, legal representatives, and internal teams to set expectations, communicate status, and resolve issues.
Maintain and assess audit-ready documentation of requests, actions, deadlines, and communications, identifying and addressing potential compliance gaps.
Act as an escalation point for complex, urgent, or sensitive requests, partnering with Legal, Compliance, Clinical Operations, and Member Success as needed.
Proactively manage 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, contributing insights and recommendations to improve efficiency, accuracy, and scalability of records operations.
Contribute to 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.