Modern Health - Provider Experience Associate
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Requirements
• 2+ years in a customer-facing or support role (e.g., operations, customer support, client services, or provider operations), with primary communication via written channels such as email, ticketing systems, or chat. • 2+ years in a customer-facing or support role • primary communication via written channels • Proven ability to translate complex or technical information into clear, user-friendly explanations • Writing step-by-step troubleshooting guidance, FAQs, or help center content, or • Handling product/platform issues and explaining resolution paths in writing. • Demonstrated written communication skills • Consistently accurate spelling, grammar, and punctuation, and • Ability to adapt tone to different audiences while maintaining professionalism and empathy.(Writing samples or a short written exercise may be requested as part of the interview process.) • Experience working in an SLA- and metrics-driven environment • Managing a personal or shared queue with defined response and resolution time targets, and • Tracking performance against KPIs (e.g., ticket volume, response time, CSAT, quality scores). • Evidence of balancing speed with quality • Meeting SLAs while maintaining low error rates or high quality review scores, and • Following documented processes and double-checking work before final submission. • Analytical and strategic mindset • Identifying recurring issues or themes in tickets, data, or feedback, and • Proposing process, product, or documentation changes to reduce repeat questions or errors. • Collaborative working style • Partnering with cross-functional teams (e.g., Product, Engineering, Clinical, Operations) to resolve issues, and • Clearly summarizing problems, asking focused questions, and implementing guidance with minimal rework. • Comfort with tools and systems • Using ticketing/CRM or operations tools (e.g., Zendesk, Salesforce, Jira, or similar), and • Learning new internal tools and workflows through documentation and self-directed exploration. • Structured thinker and a solution-oriented problem solver who has excellent organizational skills and loves checking things off your to-do list • Comfortable working across multiple technical systems and troubleshooting issues as needed • Takes initiative and likes to build things from scratch with little direction • Works well with different kinds of people and is great at building relationships, identifying group pain points, and improving them • Great Customer Service skills, Patient and composed when handling escalations and/or complex cases • Ability to thrive in a rapidly changing environment, continuously learn, and successfully manage projects with a sense of urgency
Responsibilities
• Respond to provider queries in a timely and accurate way via ZenDesk, ensuring they are set up for success so they can deliver quality care to our members • Identify provider needs and enable providers to use specific proprietary provider tools • Analyze and report on product errors (for example, by testing different scenarios or reproducing the provider experience) • Update our internal databases with information about both member and provider accounts, technical issues, and escalations • Play a central role in managing and supporting our active provider network to deliver an exceptional provider experience • Develop a deep understanding of the Modern Health provider journey and the various support touch points along the way • Create, maintain, and improve on our tools, systems, and documentation related to provider support • Collaborate with cross-functional teams to identify process improvement opportunities • Complete process improvement projects as needed
Benefits
• Medical / Dental / Vision / Disability / Life Insurance • High Deductible Health Plan with Health Savings Account (HSA) option • Flexible Spending Account (FSA) • Access to coaches and therapists through Modern Health's platform • Generous Time Off • Company-wide Collective Pause Days • Family Support: • Parental Leave Policy • Family Forming Benefit through Carrot • Family Assistance Benefit through UrbanSitter • Professional Development: • Professional Development Stipend • Financial Wellness: • Financial Planning Benefit through Origin • But wait there’s more…! • Annual Wellness Stipend to use on items that promote your overall well being • New Hire Stipend to help cover work-from-home setup costs • ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more • Monthly Cell Phone Reimbursement • Equal Pay for Equal Work Act InformationPlease refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role.Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information.Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. • Equal Pay for Equal Work Act Information • $46,538—$54,740 USD • Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.
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