Provider Experience Associate
$47k - $55k USD
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.
Modern Health is backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures and raised more than $170 million in less than two years, making Modern Health the fastest entirely female-founded company in the U.S. to reach Unicorn status.
More about our culture and what you can expect when you join the team:
- “It Takes a Village” culture. Modern Health has a unique and unabashed culture centered around high empathy and high accountability - with a drive to win. We are energized by bringing together the best talent in the industry to achieve audacious goals focused on making mental health a strength and priority for all.
- We have an obsession to win. We are highly ambitious and passionate about the work that we do. We take pride in delivering excellence and our personal best and we continuously innovate to uniquely solve our customers’ needs.
- We are accountable and can rely on each other. We are a team and hold ourselves and each other accountable. We believe in transparent communication and continuous feedback to foster a culture of trust, reliability, and growth.
- We demonstrate empathy. We have a supportive and diverse culture where we bolster and uplift each other as we pursue our lofty goals. We encourage selflessness and a willingness to support others, fostering a collaborative and respectful environment.
- We exhibit a bias towards action. This is a fast-paced environment. We jump into problems and initiate solutions. We empower our people to make decisions and experiment, iterate, and repeat until we get it right.
Modern Health is a fully remote workforce and a hyper-growth company that is often recognized for its excellence, winning awards such as World’s Most Innovative Companies of 2023 by Fast Company, Top 25 Companies of San Francisco 2023, and 2023 Well-Being Trailblazer Award. 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—US based team members who live outside the Pacific time zone are expected to 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!
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
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
Your Experience:
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- 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 through prior responsibilities such as:
- Writing step-by-step troubleshooting guidance, FAQs, or help center content, or
- Handling product/platform issues and explaining resolution paths in writing.
- Demonstrated written communication skills, including:
- Consistently accurate spelling, grammar, and punctuation, and
- Ability to adapt tone to different audiences while maintaining professionalism and empathy.
(Writing samples or a short written exercise may be requested as part of the interview process.)
- Experience working in an SLA- and metrics-driven environment, such as:
- Managing a personal or shared queue with defined response and resolution time targets, and
- Tracking performance against KPIs (e.g., ticket volume, response time, CSAT, quality scores).
- Evidence of balancing speed with quality, such as:
- Meeting SLAs while maintaining low error rates or high quality review scores, and
- Following documented processes and double-checking work before final submission.
- Analytical and strategic mindset, with experience:
- Identifying recurring issues or themes in tickets, data, or feedback, and
- Proposing process, product, or documentation changes to reduce repeat questions or errors.
- Collaborative working style, demonstrated by:
- Partnering with cross-functional teams (e.g., Product, Engineering, Clinical, Operations) to resolve issues, and
- Clearly summarizing problems, asking focused questions, and implementing guidance with minimal rework.
- Comfort with tools and systems, including:
- Using ticketing/CRM or operations tools (e.g., Zendesk, Salesforce, Jira, or similar), and
- Learning new internal tools and workflows through documentation and self-directed exploration.
Who You Are:
- 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
- Great Customer Service skills, 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.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.
Pay Range
$46,538—$54,740 USD
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.