Provider Experience Associate

📋 Description

• Respond to provider queries via Zendesk to set up success.
• Identify provider needs and enable access to provider tools.
• Analyze and report product errors by testing scenarios.
• Update internal databases with member/provider accounts and issues.
• Share feature requests and workarounds with the team.
• Manage and support the provider network to deliver an excellent experience.

🎯 Requirements

• 2+ years in a customer-facing or support role with written comms.
• Translate complex or technical info into clear explanations for non-technical audiences.
• Strong written communication: spelling, grammar, tone; adaptable.
• Experience in SLA- and metrics-driven environments (KPIs, queues, etc.).
• Balance speed with quality; follow documented processes and SLAs.
• Analytical and strategic mindset; identify recurring issues and propose changes.
• Collaborative, cross-functional to resolve issues with teams.
• Comfort with tools: Zendesk, Salesforce, Jira; quick learner.

🎁 Benefits

• Medical/Dental/Vision/Disability/Life Insurance
• HSA option with HDHP
• Flexible Spending Account (FSA)
• Generous Time Off and Company-wide Pause Days
• Parental Leave and Family Forming Benefit
• 401k and Financial Planning Benefit