10/10/25 Job Leads: WFH Healthtech Member Support up to $90k/year

Provider Support & Case Management: Serve as the primary point of contact for the provider network, responding to inquiries via a case management tool and ensuring timely and accurate resolution.

Onboarding & Administration: Initiate and monitor background check invitations via third-party systems. Guide providers through training assessments and ensure completion milestones are met. Provide ad hoc support and troubleshooting for onboarding.

Triage & Investigation: Triage, resolve, or escalate issues, including investigating and resolving consult support cases.

Cross-Functional Coordination: Identify when inquiries require escalation or collaboration with other departments (e.g., Clinical Operations, IT, Payroll) and route cases effectively, maintaining a deep understanding of internal workflows.

Documentation: Document all interactions and resolutions with clarity and consistency.

Experience: 2+ years of experience in provider relations, healthcare operations, or customer support.

Education: High School Diploma or equivalent.

Skills: Strong organizational and customer service skills. Strong written and verbal communication skills.

Technical: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience using case management or CRM tools.

Mindset: Ability to manage multiple priorities in a fast-paced environment. Collaborative mindset with a knack for problem-solving and resourcefulness.

Preferred: Experience in healthcare, managed care, or provider network operations; remote work experience.

Benefits: This position is eligible for a performance bonus and benefits (full benefit details are not provided in this summary).

Mission: Opportunity to be part of a diverse, global company dedicated to transforming the healthcare experience and empowering people to live their healthiest lives.

Frontline Support: Serve as the first point of contact for members across multiple channels: messaging, live chat, and phone.

Claims & Reimbursement: Provide primary assistance with insurance claims processing, reimbursement, and payment documentation (Maven Wallet-related issues), including processing receipts and following procedures for international tickets.

Benefits Inquiry: Answer non-complex inquiries related to fertility managed services benefits and benefits design/navigation, meeting target response times.

Triage & Escalation: Triage tickets in the Maven Wallet queue for streamlined service. Be prepared to provide initial responses to member-reported issues and triage them according to the Maven member experience escalations framework.

Resource Management: Create and/or maintain member-facing program overviews and other key internal resources.

Scheduling & Shifts: Must have availability to work a flexible schedule, including morning, evening, weekend, and holiday shifts, based on business needs (specific shifts are listed).

Experience: 1–2 years of member-facing experience in customer support, specifically assisting with fertility benefits in the healthcare or insurance space.

Claims Knowledge: Strong understanding of insurance processes, including benefits structures and medical claims workflows. Experience with claims processing and reimbursement, including reviewing documentation.

Skills: Meticulous attention to detail, strong customer service orientation, and a high degree of empathy when dealing with sensitive topics. Strong organizational, multi-tasking, and time management skills. Proficient in Google Workspace tools.

Preferred: Experience in healthcare, financial services, and/or claims; prior experience managing payments; Bachelor's degree; and verbal and written fluency in Spanish (preferred, not required).

Location: Remote position (must have active US work authorization).

Family/Health Benefits: Access to the full Maven platform and specialists (including mental health and reproductive health). 16 weeks 100% paid parental leave and a new parent stipend (for employees with 1+ year tenure).

Financial/Development: 401K matching for US-based employees (with immediate vesting), and an annual professional development stipend.

Culture: Award-winning culture recognized as a great place to work, with a powerful mission to make healthcare work for all women and families.

Project Ownership: Lead onboarding and credentialing initiatives from start to finish, including setting timelines and aligning stakeholders to ensure successful delivery.

Roster & Credentialing: Maintain and submit accurate provider rosters to payers, and proactively escalate/resolve discrepancies. Partner with credentialing verification organizations (CVOs) and payers to support provider credentialing, re-credentialing, and enrollment.

Workflow Management: Manage systems and workflows that enable providers to become active Alma members and start seeing clients without delay. Proactively identify, troubleshoot, and resolve credentialing or enrollment barriers that may impact provider claims or timelines.

Cross-Functional & External Communication: Serve as a key liaison between the Member Onboarding & Operations (MOO) team and internal stakeholders (CX, Product, Legal, Compliance) and as the primary MOO point of contact for external payers and partners.

Subject Matter Expert (SME): Act as a go-to internal resource for Credentialing, Onboarding, or Roster Maintenance, ensuring standard operating procedures (SOPs) are accurate and understood.

Process & Documentation: Create and maintain clear documentation and resources (SOPs, training guides, process maps) to ensure consistency and scalability.

Experience: 2–3 years of professional experience, ideally in a fast-paced, high-growth environment, or a data-driven operational role within the healthcare or tech sector.

Analytical Skills: Proficient in Google Sheets or Excel (pulling large data sets, building formulas, cleaning data, and checking for duplicates). Familiarity with visualization tools (Tableau, Metabase) is a plus.

Technical: Comfortable with project management and support tools (Asana, Zendesk, etc.) and open to leveraging AI-powered tools (Luminai, Magical, etc.).

Mindset: Highly detail-oriented (diligent about accuracy and quality), communicative (exceptional written/verbal skills, able to distill complex info), collaborative, and organized (strong project management skills, can drive projects independently).

Compensation: The base salary band is $75,000 - $90,000.

Location: Remote, Contiguous US (remote-first company).

Health & Wellness: Health, dental, and vision insurance plans (including FSA/HSA). Monthly therapy and wellness stipends. EAP access.

Financial & Stipends: 401K plan. Financial wellness benefits through Northstar. Monthly work-from-home stipend and a one-time home office stipend.

Family: Comprehensive parental leave plans.

Time Off: Flexible PTO, 12 paid holidays, and 1 Alma Give Back Day.

Culture: Named one of Inc's Best Workplaces in 2022 and 2023. You will be a key driver of Alma's growth in the mental health tech space.