Member Support Specialist (Remote, 8am

About the role

You will own the end to end experience for Brightline members from first contact through successful onboarding and beyond. This role requires you to conduct the very first phone calls with new members to deeply assess fit for Brightline services and confirm a positive match. You will own the full scheduling lifecycle for appointments, ensuring that calendars are optimized and member needs are perfectly aligned with provider availability. A core part of this position is ensuring all member paperwork is completed accurately and efficiently before services begin. You will actively support Providers with a variety of administrative tasks, removing friction from their workflow so they can focus on clinical care. You will answer all admin-related questions between sessions, acting as a trusted and knowledgeable resource for members at every step. This position owns the end to end financial workflow, conducting eligibility checks, filing claims, and collecting member payment with accuracy and empathy. You will take ownership of our internal software tool for the Member Support team, keeping it ultra-organized and driving improvements as we scale. Finally, you will identify concrete ways to delight our members, ease the workday for our clinical team, and systematically improve our operational processes as we scale nationally.

Key facts

What you'll do

• Conduct the initial diagnostic phone call with every new member to evaluate service suitability for Brightline.
• Schedule all therapy and psychiatry appointments using internal tools while respecting provider constraints and member preferences.
• Verify and manage the completion of all member paperwork to ensure compliance and readiness for care.
• Provide comprehensive administrative support to Providers, streamlining their day to day operational needs.
• Respond to all admin-related member inquiries between sessions with clarity and timely resolution.
• Perform eligibility verification, manage insurance claims filing, and collect member payments accurately and professionally.
• Maintain an ultra-organized digital environment within our internal member support software platform.
• Proactively identify operational bottlenecks and propose scalable solutions to improve the member journey.
• Implement strategies to delight members and reduce administrative friction for the clinical team.
• Document every interaction and update in real time to ensure data integrity and seamless handoffs.
• Collaborate cross functionally with clinical and operations teams to resolve complex member needs.
• Monitor key performance indicators related to member satisfaction and operational efficiency.
• Contribute feedback on technology tools to enhance usability and member experience.
• Support special projects that drive forward the strategic goals of the membership organization.
• Ensure all workflows adhere to Brightline standards for quality, safety, and regulatory compliance.

Requirements

• A passion for our mission to redefine behavioral health for children and their families is essential.
• A demonstrated desire to create a one of a kind member experience rooted in excellent customer service.
• The drive to be part of building something new, to work hard, to be your best self and to change the lives of our families.
• Comfort with a wide variety of technology including email, EHR, scheduling tools and more, with the ability to learn them quickly.
• Excellent communication skills, both written and verbal, are required for daily member interactions.
• Strong organization skills to manage multiple member schedules and administrative priorities.
• An ability to revel in the details and a commitment to following through on all tasks, simple and complex.
• Previous experience managing a medical office is a valued background, as is familiarity with insurance billing.
• Spanish speaking ability is listed as a requirement to serve our diverse member base effectively.
• Must be available to work a fully remote schedule of 8am to 5pm EST, Monday through Friday.
• Must meet all eligibility criteria set by regulatory and compliance standards for remote support roles.
• Must maintain strict confidentiality regarding all member health and administrative information.
• Must be capable of working independently and within a collaborative team environment.

Nice to have

• Spanish speaking
• Previous experience managing a medical office
• Familiarity with insurance billing

Practical notes

This role operates on a strict schedule of 8am to 5pm EST, Monday through Friday, with full remote access. There is no travel required, and no visa sponsorship is mentioned in the source material. The compensation range is defined by the Equal Pay for Equal Work Act as a base hourly rate between $21 and $25, reflecting performance and potential based compensation philosophy.