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Care Operations Associate (Sunday - Thursday)

SF Bay Area (San Mateo, CA) or Denver, CO

About the mission:

Meru Health is setting the new standard in mental healthcare with the most comprehensive online mental health solution for depression, burnout, and anxiety. We are on a mission to help 10 million people recover from mental health challenges by 2027, by utilizing the latest science and technology. If you are looking for a place where your work has a strong impact on people's lives, we invite you to join us on our mission!

Team structure and what to expect:

As a Care Operations Associate, you will be a vital member of our fast-paced, dynamic front-line Care Coordination team. This role is responsible for coordinating quality patient care and ensuring an outstanding participant experience. The associate will report to both the Manager of Support Operations and the Senior Care Operations Associate.

  • Schedule Note: This role follows an MST schedule of 7:00 AM - 4:00 PM and includes weekend coverage (Sunday - Thursday) to support our community.

Your main responsibilities:

Your role is structured around a "Support Pyramid" designed to scale our care delivery model:

Patient Care & Referral Outreach (The Foundation)

  • Technical Troubleshooting: Resolve issues in the Meru Health app to facilitate participant care. Work alongside the technical support team in ticket triage and resolution within a timely manner.
  • Onboarding & Registration: Provide "concierge" customer service that is high touch, compassionate, and caring. Support participants with enrollment friction and provide white-glove service to those unfamiliar with our program offerings.
  • Scheduling Support: Facilitate speedy access to care (intake sessions) and manage provider/coach availability. Flag high-volume registration trends to leadership to ensure adequate capacity.
  • Referral Management: Facilitate internal and external care coordination to ensure participants receive appropriate resources within our Service Level Agreement (SLA) timeframes.
  • Ticket Triage: Receive and triage customer concerns and escalations via Zendesk with a focus on empathy and de-escalation.

Insurance & Benefits (The Core Connectivity)

  • Eligibility Verification: Proactively tend to financial eligibility and cost-share queues to help participants confidently and quickly access care.
  • Cost Estimates: Help individuals understand their covered benefit or cost of accessing mental health coverage through their health plan.
  • Billing Inquiries: Support participants with claims billing inquiries and triage tickets appropriately to our cross-functional teams.
  • HIPAA Compliance: Ensure all participant interactions and data handling strictly adhere to HIPAA and PHI privacy standards to maintain the highest level of data integrity.

Provider Support (Topping off our Coverage Pyramid)

  • Channel Management: Monitor and manage relevant provider support channels (Slack/Zendesk) to ensure operational efficiency.
  • System Communication: Highlight system issues and share important updates related to patient care to bridge the gap between clinical and ops teams.
  • Leadership Liaison: Triage provider concerns to Care Operations Manager and Clinical Leadership to ensure quality care delivery and provider satisfaction.

What you’ll need to be successful:

  • Empathy-Driven Communicator: Exceptional written and verbal skills, focusing on compassion-driven interactions with participants and providers.
  • Systems Expertise: 2+ years of experience in the US healthcare industry is required, including direct familiarity with health insurance billing and care coordination processes.
  • Mission-Aligned Advocate: Approaches relationships with care and curiosity while keeping inclusion and diversity top of mind.
  • Proactive Owner: A self-starter who works independently, takes ownership of new initiatives, and remains comfortable with change.
  • Tech-Savvy Resourcing: Proficient in Zendesk (or similar CRM), Slack, and proprietary tool management.

Preferred qualifications:

  • Bilingual skills: Spanish fluency is highly preferred.
  • Specialized Experience: Experience working with Provider Portals and Claims/Billing.
  • Industry: Prior startup experience in the Mental Health (MH) space.

What success looks like:

  • At 30 days: You understand the basic program offerings and team workflows, and are successfully troubleshooting technical issues for participants.
  • At 60 days: You are meeting Care Coordination ticket SLAs and Financial Eligibility (FEC) accuracy/completion targets and are more integrated into internal support workflows.
  • At 90 days: You are a seasoned member of the team and a go-to resource for other participants and internal teams needing support.

US total rewards package

  • Salary and Equity: $57,000-$76,000 USD annually (based on location and experience)
  • Health Benefits: 100% employee coverage and 75% dependent coverage for medical, dental, and vision premiums
  • HSA: Including monthly employer contributions
  • Paid Time Off: Generous PTO policy with 4 weeks in the first year and 5 weeks/year after the first anniversary 
  • Additional Perks:
    • $400 wellness stipend 
    • $250 home office stipend
    • $150 month for phone and internet

Not sure if you should apply? Please keep reading...

Research shows that women and other marginalized folks often only apply when they check every box. If you think you have what it takes, but don't necessarily meet every single point on the job description, we still encourage you to apply! Feel free to use your cover letter or the open-ended question section of the application to tell us more about your unique background and why you’re a fit.

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