Provider Experience Associate

The Role:

Join a mission-driven Provider Experience team that is focused on building an exceptional experience for our providers. The ideal candidate thrives in an environment where they are able to both help individual providers and build our operational processes that will enable the function to continue to scale. If you're someone who is empathetic, curious, and comfortable working across and building multiple systems in a rapidly changing environment, you should join us!

We are a remote work company. This particular role is eligible for remote work from any of these states:

• AK, AZ, AR, CO, ID, IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, SC, SD, TN, UT, WV, WI, WY

What You’ll Do:

• Respond to provider queries in a timely and accurate way via ZenDesk, ensuring they are set up for success so they can deliver quality care to our members
• Identify provider needs and enable providers to use specific proprietary provider tools
• Analyze and report on product errors (for example, by testing different scenarios or reproducing the provider experience)
• Update our internal databases with information about both member and provider accounts, technical issues, and escalations
• Share feature requests and effective workarounds with team members
• Play a central role in managing and supporting our active provider network to deliver an exceptional provider experience
• Develop a deep understanding of the Modern Health provider journey and the various support touch points along the way
• Create, maintain, and improve on our tools, systems, and documentation related to provider support
• Collaborate with cross-functional teams to identify process improvement opportunities
• Complete process improvement projects as needed

Your Experience:

• • 2+ years in a customer-facing or support role (e.g., operations, customer support, client services, or provider operations), with primary communication via written channels such as email, ticketing systems, or chat.
  • Proven ability to translate complex or technical information into clear, user-friendly explanations for non-technical audiences, demonstrated through prior responsibilities such as:
    • Writing step-by-step troubleshooting guidance, FAQs, or help center content, or
    • Handling product/platform issues and explaining resolution paths in writing.
  • Demonstrated written communication skills, including:
    • Consistently accurate spelling, grammar, and punctuation, and
    • Ability to adapt tone to different audiences while maintaining professionalism and empathy.
      (Writing samples or a short written exercise may be requested as part of the interview process.)
  • Experience working in an SLA- and metrics-driven environment, such as:
    • Managing a personal or shared queue with defined response and resolution time targets, and
    • Tracking performance against KPIs (e.g., ticket volume, response time, CSAT, quality scores).
  • Evidence of balancing speed with quality, such as:
    • Meeting SLAs while maintaining low error rates or high quality review scores, and
    • Following documented processes and double-checking work before final submission.
  • Analytical and strategic mindset, with experience:
    • Identifying recurring issues or themes in tickets, data, or feedback, and
    • Proposing process, product, or documentation changes to reduce repeat questions or errors.
  • Collaborative working style, demonstrated by:
    • Partnering with cross-functional teams (e.g., Product, Engineering, Clinical, Operations) to resolve issues, and
    • Clearly summarizing problems, asking focused questions, and implementing guidance with minimal rework.
  • Comfort with tools and systems, including:
    • Using ticketing/CRM or operations tools (e.g., Zendesk, Salesforce, Jira, or similar), and
    • Learning new internal tools and workflows through documentation and self-directed exploration.

Who You Are:

• Structured thinker and a solution-oriented problem solver who has excellent organizational skills and loves checking things off your to-do list
• Comfortable working across multiple technical systems and troubleshooting issues as needed
• Takes initiative and likes to build t