Summary
Join Modern Health's mission-driven Provider Experience team and build an exceptional experience for our providers. This role involves responding to provider queries, identifying their needs, analyzing product errors, updating databases, sharing feature requests, and managing the provider network. You will develop a deep understanding of the provider journey, improve support tools and systems, collaborate with cross-functional teams, and complete process improvement projects. The ideal candidate has 1-2 years of experience in a support role, experience with help desk software, and excellent communication and problem-solving skills. Modern Health offers a fully remote work environment with a comprehensive benefits package.
Requirements
- 1-2 years experience as a support agent or similar support role at a technology or healthcare company (startups are a plus)
- Experience using help desk software and remote support tools
- Exposure to and understanding of how database systems work
- Demonstrated excellent communication and problem-solving skills
- Demonstrated ability to balance competing priorities
- Patience when handling escalations and/or complex cases
- 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
- 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
- Share feature requests and effective workarounds with team members
- 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
- Parental Leave Policy
- Family Forming Benefit through Carrot
- Family Assistance Benefit through UrbanSitter
- Professional Development Stipend
- 401k
- Financial Planning Benefit through Origin
- 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
- Fully remote work environment
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