Provider Experience Associate @ Modern Health

Provider Experience Associate

Posted on 3/14/2023

INACTIVE

Locations

Remote • United States

Experience Level

Entry

Junior

Mid

Senior

Expert

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

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

Modern Health

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

We are a female-founded company backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures. We partner with 330+ global companies like Lyft, Electronic Arts, Pixar, Clif Bar, Okta, and Udemy that are taking a proactive approach to mental health care for their employees. Modern Health has raised more than $170 million in less than two years with a valuation of $1.17 billion, making Modern Health the fastest entirely female-founded company in the U.S. to reach unicorn status.

We tripled our headcount in 2021 and as a hyper-growth company with a fully remote workforce, we prioritize our people-first culture (winning awards including Fortune’s Best Workplaces in the Bay Area 2021). To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone must be comfortable working early in the morning or late at night; all full-time employees must work at least six hours between 8 am and 5 pm Pacific time each workday.

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you’re excited about a role, we’d love to hear from you!

The Role-

Join a mission-driven Provider Experience team that is focused on building an exceptional experience for our providers. The ideal candidate thrives in an environment where they are able to both help individual providers and build our operational processes that will enable the function to continue to scale. If you’re someone who is empathetic, curious, and comfortable working across and building multiple systems in a rapidly changing environment, you should join us!

What You’ll Do-

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

Who You Are-

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

Benefits-

Fundamentals:

Medical / Dental / Vision / Disability / Life Insurance (Modern Health offers 100% coverage for employees and 75% of dependent insurance premiums)
High deductible health plan option with health savings account
Access to Coaches and Therapists through Modern Health’s platform
Flexible PTO
Company-wide mental health days
Unlimited career growth opportunity

Family Support:

Parental leave policy
Family Forming Benefit through Carrot

Professional Development:

Professional Development Stipend

Financial Wellness:

401k
Financial planning through Origin

But wait there’s more…!

Cell Phone Reimbursement
Annual Wellness Stipend to use on items that promote your overall well being
ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more

You can find the relevant state base pay ranges and benefits information in the following resources:

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.

501-1,000 employees

Website

Company Overview

Modern Health is a mental well-being platform for innovative companies that want to reduce burnout and prevent turnover.

Benefits

Health and Wellness - Our benefits are designed to keep you safe and healthy. We’ve got you 100% covered for health, dental and vision insurance.
Professional Development - Make a meaningful difference at a rapidly growing start-up. We also offer every employee an annual professional development stipend, LinkedIn Learning subscription, and WFH stipend.
Family Matters - We celebrate all paths to parenthood by offering the fertility benefit Carrot, 16 weeks parental leave, and a child care stipend. We also offer access to Outschool which provides over 100,000 (and counting!) live, online activities for learners ages 3-18.
Giving Back - We encourage team members to donate their skills and time in their communities, and we match donations to causes several times a year.
Flexible Paid Time Off - Time off is important for rejuvenation and bringing your full self to work. No matter what life throws your way, we want you to have space to do so - guilt free.
Long-Term Planning - All full-time employees are eligible to contribute to a 401(k) plan. We are also proud to offer financial advising services through Origin.

Company Core Values

People first
Bias towards action
Embrace the journey
Ownership mentality