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Member Services Associate

Brightside Health

Brightside Health

United States · Remote
Posted on Wednesday, June 5, 2024

Brightside Health delivers life-saving virtual mental healthcare to everyone who needs it. We are powered by proprietary AI, purpose-built technology, a world-class clinician network, and a care model that rivals the best of in-person treatment. When combined with precision psychiatry and leading-edge therapeutic techniques, we’re able to improve outcomes for those with mild-to-severe clinical depression, anxiety, and other mood disorders.

We take an action-oriented, purposeful approach with everything we do and seek out team members who value collaboration and thoughtful prioritization. As a result, our organization is looking for the brightest and most innovative talent in the industry. We can promise you that, as a member of the Brightside team, you’ll have the opportunity to collaborate alongside smart and driven people while growing your professional skills.

We are looking for a Pre-Purchase Member Services Associate to help support daily interactions with providers or partners who refer patients to Brightside. In this role, you will be managing incoming telephone calls and email inquiries, directly working a backlog of tickets to ensure that members’ questions are answered according to our SLAs. Ultimately, in this role, you will help to address real time questions from prospective members and if they are eligible, assist in getting them started with Brightside.

Must be able to work the following hours: 9:00am - 5:30pm EST or 9:30-6pm EST

What you’ll be doing a Pre-Purchase Member Services Associate:

  • Support day-to-day referral support operations including taking phone calls and responding to emails

  • Solve routine and complex issues; escalating issues to the appropriate teams

  • Cover phone, email and chat support through team scheduled rotation

  • Provide a positive and engaging experience to prospective members when addressing their concerns or questions

  • Display active listening and patience to all existing and potential customers

  • Interact effectively with various teams to provide assistance and information

  • Perform additional duties as required

Requirements:

  • Have customer-facing experience in a call-center, pharmacy, medical office, or fast-paced startup

  • Have a service mindset - you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with customers and team members

  • Are a proactive problem solver

  • Can take initiative and thrive in a semi-structured and dynamic work environment

  • Are an effective oral and written communicator without feeling flustered when challenged

  • Are passionate about helping mental health care patients obtain access to care

  • Are driven to have a positive impact

  • Have a BA/BS degree (preferred)

Benefits:

  • A competitive hourly pay of $18

  • Fully paid for comprehensive health care (medical, dental, vision)

  • Pet Insurance

  • Life Insurance & Short / Long Term Disability

  • 401k Plan

  • 15 Days Paid Vacation, 3 Paid Personal Days, 3 Paid Sick Days

  • Paid Holidays

  • Parental Leave

  • Additional memberships and perks

Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise. If you have questions on compensation bands, please ask your recruiter.

Brightside Health is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We realize the full promise of diversity and want you to bring your whole self to work every single day.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Brightside, we are dedicated to fair play and encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.