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Provider Experience Associate

2 weeks, 1 day ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM JIRA Salesforce
Apply Now
Modern Health

Modern Health

Modern Health provides a personalized mental health care platform tailored for enterprises, aiming to enhance employee resilience, productivity, and overall well-being through evidence-based services.

Health Care Providers & Services
251-1K
Founded 2017
$167M raised
View All Jobs 14

Description

  • Respond to provider questions quickly and accurately through Zendesk to help them support members effectively.
  • Identify provider needs and help providers use proprietary provider tools.
  • Analyze and report product errors by testing scenarios and reproducing the provider experience.
  • Update internal databases with member and provider account information, technical issues, and escalations.
  • Share feature requests and effective workarounds with team members.
  • Support the active provider network and help deliver an exceptional provider experience.
  • Develop a deep understanding of the provider journey and support touch points.
  • Create, maintain, and improve tools, systems, and documentation for provider support.
  • Collaborate with cross-functional teams to identify process improvements.
  • Complete process improvement projects as needed.

Requirements

  • 2+ years of experience in a customer-facing or support role such as operations, customer support, client services, or provider operations.
  • Primary communication experience through written channels such as email, ticketing systems, or chat.
  • Ability to translate complex or technical information into clear, user-friendly explanations for non-technical audiences.
  • Strong written communication skills with accurate spelling, grammar, and punctuation.
  • Ability to adapt tone appropriately for different audiences while maintaining professionalism and empathy.
  • Experience working in an SLA- and metrics-driven environment with defined response and resolution targets.
  • Experience tracking performance against KPIs such as ticket volume, response time, CSAT, or quality scores.
  • Ability to balance speed with quality while following documented processes.
  • Analytical and strategic mindset with experience identifying recurring issues and proposing improvements.
  • Collaborative working style with experience partnering across Product, Engineering, Clinical, or Operations teams.
  • Comfort using ticketing, CRM, or operations tools such as Zendesk, Salesforce, or Jira.
  • Ability to learn new internal tools and workflows through documentation and self-directed exploration.
  • Experience writing step-by-step troubleshooting guidance, FAQs, or help center content is helpful.
  • Experience handling product or platform issues and explaining resolution paths in writing is helpful.

Benefits

  • Medical, dental, vision, disability, and 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 and company-wide collective pause days.
  • Parental leave policy.
  • Family forming benefit through Carrot and family assistance benefit through UrbanSitter.
  • Professional development stipend.
  • 401(k) and financial planning benefit through Origin.
  • Annual wellness stipend, new hire work-from-home stipend, monthly cell phone reimbursement, and virtual community events.
  • Full-time employees are eligible for Modern Health's equity program.
  • Starting annual pay range of $46,538 to $54,740 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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