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[Hiring] Provider Experience Associate @Modern Health
Role Description
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!
We are a remote work company. This particular role is eligible for remote work from any of these states:
- AK
- AZ
- AR
- CO
- ID
- IN
- IA
- KS
- KY
- LA
- MI
- MN
- MS
- MO
- MT
- NE
- NV
- NM
- NC
- ND
- OH
- OK
- SC
- SD
- TN
- UT
- WV
- WI
- WY
Qualifications
- 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.
- Proven ability to translate complex or technical information into clear, user-friendly explanations for non-technical audiences.
- Demonstrated written communication skills, including consistently accurate spelling, grammar, and punctuation.
- Experience working in an SLA- and metrics-driven environment.
- Evidence of balancing speed with quality.
- Analytical and strategic mindset.
- Collaborative working style.
- Comfort with tools and systems, including using ticketing/CRM or operations tools.
Requirements
- Respond to provider queries in a timely and accurate way via ZenDesk.
- Identify provider needs and enable providers to use specific proprietary provider tools.
- Analyze and report on product errors.
- Update internal databases with information about member and provider accounts, technical issues, and escalations.
- Share feature requests and effective workarounds with team members.
- Manage and support our active provider network.
- Develop a deep understanding of the Modern Health provider journey.
- 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
- New Hire Stipend
- Monthly Cell Phone Reimbursement