Medical Records & Authorizations Specialist

Overview

Better Help 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 globally. 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 committed to being part of the solution as the unmet need for mental health services grows.

As the Medical Record & Authorizations Specialist at Better Help, 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. We invest in our team’s well-being and professional development because business and individual growth go hand-in-hand. You’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you.

We are seeking a detail-oriented, highly organized, and mission-driven professional to serve as a key operational and compliance partner supporting Better Help’s medical records and authorization programs. The Medical Records & Authorizations Specialist oversees and continually 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.

• 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…