Job details
Job type full-time
Full job description
About eden health eden health is a nationally recognized medical practice on a mission to create a world where every person has a relationship with a trusted healthcare providerWorking with employers across the country, eden health offers employees 24/7 digital care, same-day in-person primary care, mental health services, physical therapy, and benefits navigationThe eden health team is driven by a patient-centric approach, delivering relationship-based collaborative careWith this model, our clients have healthier workforces, increased productivity, and reduced healthcare costsWe are committed to diversity, equity, and integrity, and our teams reflect thisOur hope at eden health is to create an environment where each person can do the best and most important work in their careers.
What you will be doing as a member support coordinator at eden health, you will have front-line access to ensuring a best-in-class experience for our membersYou’ll be responsible for our technical support function, which includes responding to incoming customer support emails and phone calls in a timely mannerThe scope of support will range from general questions on how to use the eden health service to technical issues that require collaboration with the engineering teamYou will become an expert in our product and identify opportunities for increased member engagement and utilizationYou will successfully follow and contribute to workflows that meet our customer slasAs the member support coordinator you will leverage your acquired insights and trends to take proactive measures to provide solutionsThis is a remote role with the ability to be located anywhere in the us and requires schedule flexibilityYou will report directly to the member support manager.
What success looks like
Efficiently responding to incoming customer support inquiries on a day to day basis with a commitment to hospitality, patient-centeredness, and excellence
Winning as a team by collaborating with the customer success, product, clinical, and operations teams to meet customer support slas
Identifying opportunities to increase the impact of our mission through increased member engagement and utilization
Escalating trends in customer support tickets to relevant teams to ensure the continuous improvement of member experience
Driving consistency and alignment in processes and workflow across your teammates
Mentoring and coaching new team members as the team grows
Participating in ad hoc projects as we build out the new team and take on exciting new initiatives
Celebrating member success stories and learning from member feedback, thinking about each support exchange as an opportunity for continuous improvement
What you will bring
2+ years of experience in a tech support role focused on excellent customer service
Ability to work at least one of the shifts detailed in the application
Excellent written and verbal communication skills
Process oriented problem solver who is excited by investigation and ambiguity
Ability to adapt to new information quickly
Comfortable working independently and being a part of a remote, distributed team
Ability to understand technical information that’s required to support customers
Experience with customer support tools such as zendesk, intercom, front, etc
Experience in start-ups or technology companies preferred
Why eden health?
Fast-growing startup backed by leading venture capital firms greycroft, 645 ventures, pjc and others
Exciting product in one of the largest and fastest growing markets in the country
Mission-driven culture passionate about improving access to healthcare for employees and their families
Competitive salary and equity compensation package
Great benefits including medical, dental, vision insurance, and commuter benefits
Generous pto and flexible work with a remote first option
Awesome team with a great camaraderie - we work hard and have lots of fun!
Eden health is an equal opportunity employer and encourages all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability statusPlease note: eden health interview requests and job offers only originate from edenhealth.com email addresses (e.gJsmith@edenhealth.com).
Please note: eden health will never ask for bank information (e.gAccount and routing number), social security numbers, passwords, or other sensitive information to be delivered via emailIf you receive a scam email or wish to report a security issue involving eden health, please notify us at: security@edenhealth.com.
