Member Services Associate

Job Description

Job Description

Who we are :

At Better Life Partners, we provide what it takes to heal from addiction. Wherever. Whenever.

We work alongside community-based organizations to meet our members where they are, no matter what recovery looks like to them. By combining virtual and in-person counseling, community support, and access to life-saving medication, we help people move beyond addiction to find belonging, love, and purpose.

If you’re looking to roll up your sleeves and meet hard challenges head-on, then we’re looking for you.

The Role :

As a Member Services Associate, you will play an integral role in the provision of care and services to our members. The Member Services Associate is a critical first line of contact with our members, setting the tone for how our services are experienced and accessed. The role focuses on connecting our members to the appropriate care teams, scheduling appropriate services, answering questions and troubleshooting our members’ telehealth experience in addition to interacting with community partners, pharmacies, and labs. The Member Services Associate helps members navigate the services and teams within BLP and paves the way for members to receive timely services.

To be successful in this role, you have a passion for understanding the needs of others, problem-solving and finding solutions, thrive in a fast-paced, dynamic environment, and succeed at providing excellent customer service. You are flexible, adapt well to change, and most importantly, you are excited about our mission and committed to helping people through a sometimes difficult system.

Unless otherwise specified, this position is remote (work from home) with expectation of attending team meetings quarterly. Candidates must reside in one of the following states : Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, Vermont, or Connecticut.

What you will do :

• Demonstrate and communicate the core values of Better Life Partners; Love, Act, Partner, Advocate, and Grow
• Act as a concierge for our services
• Promptly, professionally, and accurately respond to calls, emails, and text messages
• Coordinate meetings over Zoom between our members and providers or counselors.
• Accurately collect or verify member demographic, insurance, and additional information to ensure the member's profile is accurate and up to date in our proprietary electronic medical record platform
• Quickly identify member needs, clarify information, and transfer member calls to the right department
• Offer assistance and guidance to members in navigating their treatment plan, scheduling and rescheduling appointments, and liaising with clinical staff as needed
• Provide personalized support to members throughout their recovery journey, addressing any questions or concerns with compassion and understanding
• Exhibit cooperation, and flexibility, and provide assistance when interfacing with members, colleagues, and external partners
• Uphold the highest level of discretion and confidentiality when handling member information
• Continuously seek opportunities to enhance the member experience

You are a good fit if you have :

It will also be great if you have :

Work location requirements :

When working from home, the requirements include :

The actual compensation offered within the range, along with title and level, will be dependent on a variety of factors including, but not limited to, relevant experience, qualifications, skills, level offered, business requirements, and performance expectations.

In addition to a competitive compensation package, we’re offering the chance to be the change you wish to see in your community. Help us work toward a future where everyone can have a healthy life filled with belonging, love, and purpose.

We’re a recovery-friendly workplace that values family life, diversity, equity, and inclusion.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.