Member Support Specialist (Remote, 12pm

About the role

Join Brightline as a Member Support Specialist to help families access essential mental health services. This role is central to ensuring members have a smooth and positive experience with our platform, from their initial contact through ongoing support and engagement. You will be an important part of a growing team dedicated to delivering exceptional member care, helping to facilitate appointments, verify documentation, and address member inquiries. The position offers an opportunity to contribute directly to transforming behavioral health for children and their families, supporting our mission to make mental health services accessible and effective. As a Member Support Specialist, you will work closely with healthcare providers and members, providing administrative assistance and ensuring operational efficiency. This role is ideal for someone who is about making a difference in mental health support and is eager to work in a dynamic, fast-growing organization committed to improving lives.

Key facts

What you'll do

• Conduct initial conversations with new members to understand their needs, preferences, and eligibility for Brightline's services, ensuring a welcoming and informative onboarding process.
• Schedule appointments for members based on their individual requirements, coordinating with healthcare providers and members to find suitable times.
• Confirm that all necessary member documentation, including consent forms and health information, is complete and accurate before appointments.
• Provide administrative assistance to healthcare providers, including managing schedules, updating records, and facilitating communication between providers and members.
• Respond promptly to member inquiries related to administrative matters, such as appointment scheduling, documentation, billing, or insurance coverage, ensuring a high level of customer satisfaction.
• Process eligibility verifications, submit insurance claims, and manage member payments efficiently, maintaining accurate records and following up as needed.
• Maintain the organization and efficiency of the internal software used by the Member Support team, including updating member records, tracking interactions, and generating reports.
• Identify opportunities to enhance the overall member experience by providing feedback, suggesting process improvements, and collaborating with other teams to streamline workflows.
• Assist in onboarding new members by providing clear guidance on the platform, explaining available services, and answering questions to foster trust and engagement.
• Collaborate with healthcare providers to ensure smooth coordination of care and timely communication regarding member needs.
• Support the company's growth by helping to develop and implement new support processes, tools, or training materials as the organization expands.
• Maintain confidentiality and adhere to privacy standards, including HIPAA regulations, when handling sensitive member information.
• Contribute to a positive team environment by sharing insights, participating in team meetings, and supporting colleagues in achieving shared goals.
• Stay informed about updates to policies, procedures, and software tools to ensure compliance and efficiency in support activities.
• Participate in ongoing training and professional development opportunities to enhance skills and stay current with industry best practices.
• Provide bilingual support in English and Spanish to accommodate a diverse member base, if applicable.
• Maintain a compassionate and empathetic approach when interacting with members, especially those experiencing stress or difficulty.
• Support quality assurance efforts by documenting interactions and following up on unresolved issues to ensure complete resolution.
• Assist with special projects or initiatives aimed at improving service delivery or operational efficiency.

Requirements

• A strong alignment with Brightline's mission to transform behavioral health for children and their families.
• Proven ability to deliver outstanding customer service, demonstrating patience, empathy, and professionalism.
• Experience working in a support or administrative role, preferably within healthcare or mental health services.
• Ability to communicate effectively, both verbally and in writing, with diverse populations and team members.
• Proficiency with various technologies, including email, electronic health records (EHR), scheduling systems, and payment processing tools.
• Strong organizational skills with the ability to manage multiple tasks simultaneously and prioritize effectively.
• Attention to detail and accuracy in documentation, data entry, and follow-up activities.
• Ability to learn new software and tools quickly, with a proactive approach to suggesting improvements.
• A positive attitude and enthusiasm for contributing to a developing organization and making a positive impact on families.
• Flexibility to adapt to changing priorities and support a growing team.
• Commitment to confidentiality and adherence to privacy standards, including HIPAA regulations.
• Ability to work scheduled hours Monday to Friday, 12pm - 9pm PST, and maintain consistency in support activities.
• Prior experience with insurance verification, claims submission, or healthcare administration is a plus.
• Bilingual proficiency in English and Spanish is desirable but not required.

Nice to have

• Experience working with children and families in a mental health or healthcare setting.
• Familiarity with behavioral health or pediatric mental health services.
• Knowledge of insurance processes, claims, and billing procedures.
• Ability to communicate effectively in both English and Spanish, supporting a diverse member base.
• Experience with healthcare or mental health support roles, including familiarity with HIPAA and confidentiality standards.
• Prior exposure to telehealth platforms or support software used in healthcare organizations.

Skills & tools

• General computer literacy, including email, web browsing, and document management.
• Electronic Health Records (EHR) systems.
• Scheduling software and calendar management tools.
• Payment processing tools and billing systems.
• Customer relationship management (CRM) platforms.
• Data entry and record-keeping skills.
• Strong verbal and written communication skills.
• Ability to adapt to new software and technological tools quickly.
• Problem-solving skills and a proactive approach to support challenges.
• Empathy and patience when interacting with members and healthcare providers.

Practical notes

• This is a fully remote position, allowing for flexible work arrangements within the scheduled hours.
• The work schedule is Monday to Friday, 12pm - 9pm PST, requiring consistent availability during these hours.
• Compensation ranges from $21 to $25 per hour, with actual pay determined by factors such as certifications, experience, location, and internal pay policies.
• Benefits include Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and a 401k match.
• Additional benefits include 12 company holidays, paid time off, parental leave, and company-wide shutdowns.
• Employees receive a Health and Wellness Stipend, Home Office Reimbursement, and Professional Development Reimbursement.
• The position involves handling sensitive health information, requiring strict adherence to privacy standards and confidentiality.
• The role offers an opportunity to grow within a mission-driven organization focused on improving behavioral health outcomes for children and families.
• Training and ongoing professional development are provided to support skill enhancement and knowledge of company policies.
• Support staff are encouraged to provide feedback and participate in process improvements to enhance service quality.
• The organization values diversity and inclusion, welcoming applicants from various backgrounds.
• This role is ideal for individuals who are compassionate, organized, tech-savvy, and committed to making a positive impact in mental health support services.