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Supervisor, Member Services

Remote

Full Time

Operations

Manager/Supervisor

Member Services Supervisor – Brightside Health – 100% Remote in U.S.

Brightside Health delivers life-saving virtual mental healthcare to everyone who needs it. We are powered by proprietary AI, purpose-built technology, a world-class clinician network, and a care model that rivals the best of in-person treatment. When combined with precision psychiatry and leading-edge therapeutic techniques, we’re able to improve outcomes for those with mild-to-severe clinical depression, anxiety, and other mood disorders.

We take an action-oriented, purposeful approach with everything we do and seek out team members who value collaboration and thoughtful prioritization. As a result, our organization is looking for the brightest and most innovative talent in the industry. We can promise you that, as a member of the Brightside team, you’ll have the opportunity to collaborate alongside smart and driven people while growing your professional skills.

We are looking for a Supervisor to help support escalated daily member interaction activities, support team members, including escalated telephone, chat, and email inquiries. Supervisors work directly with team members to resolve all non-clinical service questions or issues. Responsible for ensuring all incoming member inquiries are addressed in an accurate and efficient manner and team members are receiving ongoing support, coaching, and feedback.

Schedule: 9am-6pm EST Monday-Friday with potential for weekend shifts

What you’ll be doing as Member Services Supervisor:

Tickets, Chat, and Phone Interactions

• Review team metric results and develop proactive strategies to support representative performance
• Ensure tickets, voicemails, chats are on par with quality standards by completing required interaction reviews and providing feedback
• Foster a supportive environment for team member learning and growth
• Ensure representative schedule adherence
• Lead collaboration efforts between Pre and Post Purchase teams, identifying and raising inefficient processes and suggested solutions
• Participate in the floor coverage rotation ensuring timely support for ad hoc representative questions and escalations
• Model and demonstrate high quality standards and empathy, mastery when dealing with irate or difficult interactions
• Actively participate in hiring/interviewing qualified applicants
• Lead monthly team staff meeting to provide refreshers and updates on company and departmental policies and flows
• Supervise up to 9 direct reports
• Meet with each direct report once weekly to discuss performance and goals
• Meet weekly with Manager to discuss projects, blockers, status of direct reports and highlight any additional training needs
• Support day-to-day Member Service operations including taking phone calls and responding to emails
• Solve routine and complex issues; escalating member issues to the appropriate teams
• Escalate and/or triage issues as needed

Requirements:

• Have supervised customer-facing representatives in a call-center, pharmacy, medical office, or fast-paced startup or have reached expertise and spent time in the Lead Member Services Representative role at Brightside
• Have experience coaching, providing feedback, motivating team members
• Have a service mindset – you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with customers and team members
• Are a proactive problem solver
• Can take initiative and thrive in a semi-structured and dynamic work environment
• Are an effective oral and written communicator without feeling flustered when challenged
• Are passionate about helping mental health care patients obtain access to care
• Are driven to have a positive impact
• Have a BA/BS degree (preferred)

Benefits:

• A competitive salary
• Stock options so you have equity
• Fully paid for comprehensive health care (medical, dental, vision)
• Pet Insurance
• Life Insurance & Short / Long Term Disability
• 401k Plan
• Unlimited PTO and sick leave
• Parental Leave
• Work remotely and whatever schedule works best for you
• Additional memberships and perks

Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise. If you have questions on compensation bands, please ask your recruiter.

Brightside Health is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We realize the full promise of ersity and want you to bring your whole self to work every single day.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Brightside, we are dedicated to fair play and encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.

We know that ersity makes for the best problem-solving and creative thinking, and are committed to equity and inclusion. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for. We’re an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.