About the job

ResponsibilitiesPrioritizing tasks and managing a schedule of meeting members to conduct introductory video appointmentsUpholding our value of moving fast by answering and assisting with questions about ourproduct and providing personalized recommendations for supporting member needsDemonstrating our value of “walking through walls” to deliver an exceptional customer service experience to our members and escalating concerns or questions appropriatelyNavigating members’ networks to ensure access to care, and investigating available supportCoordinating with other team members when needed to provide immediate access to care and provide follow up, closing the loop with the memberProviding education and resources related to program needs and following up with appropriate materialsCollaborating with cross-functional partners and team members of our Care Delivery, Customer Support, Provider group and Product teamsExecuting on tasks to ensure optimal member experience and taking responsibility for closing the loop on outstanding itemsParticipating in cross functional projects and collaborating with other departments whereneededIdentifying referral needs and collaborating with providersAnticipating and addressing member’s social determinants of health needsAny other duties as assigned

Required SkillsA background in allied health, human services or healthcare1-2+ years of direct patient care experienceProblem-solving skills to help find creative solutions to customer needs, including workingin a remote/startup environmentAbility to remain flexible with changes and have a growth mindsetAbility to communicate with patients empathetically in writing and verbally, and passionateabout creating a positive member experience with optimal outcomesExperience achieving KPIs relevant to engagement, satisfaction and productivityProficiency in navigating new technologies and systems as part of working on a remote teamPreferred qualifications:Experience in family planning and maternal-child health areas/others such as pregnancy,postpartum, options counseling, menopause, adoption, surrogacyComfort with technology tools like Google suite, CRM platforms, EHRs, and Zendesk