Provider Experience Associate

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!

This position is not eligible to be performed in Hawaii.

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

• 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

Benefits

Fundamentals:

• 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:

• 401k

• 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 Information

Please 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.

• Zone 1: San Francisco Bay Area and New York City Metro

• Zone 2: All other California locations and Seattle, WA

• Zone 3: All other New York locations, All other Washington locations, Washington DC, Austin, TX, CT, IL, MA, NH, NJ, OR, RI, VT

• Zone 4: All other Texas locations, AL, AK, AZ, AR, CO, DE, FL, GA, HI, ID, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, PA, SC, SD, TN, UT, VA, WV, WI, WY

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.

Zone 1

$62,100—$73,000 USD

Zone 2

$55,900—$65,700 USD

Zone 3

$49,700—$58,400 USD

Zone 4

$46,600—$54,750 USD