Onboarding Support Specialist

Responsibilities

Act as the primary point of contact for members at the start of their journey, providing proactive outreach to guide them through the online onboarding process until they are successfully placed in care.

Facilitate the successful booking of the initial evaluation appointment, ensuring members are matched and scheduled with the appropriate clinical provider.

Communicate insurance eligibility information to members, helping them understand their coverage and financial responsibility early in the process.

Serve as the first line of defense for members experiencing tech issues during account setup, portal navigation, or digital form completion.

Identify and address common questions or barriers to care with empathy and urgency, ensuring no member "drops off" during the enrollment phase.

Operate within Zendesk and other internal platforms to document member interactions and investigate tiered escalation needs.

Work closely with the clinical and billing teams to resolve complex onboarding hurdles and help create documentation for a "frictionless" entry experience.

Qualifications

A details-driven rockstar, with a ‘knock-it-out-of-the-park’ mentality, keen on delighting members by creating a one-of-kind experience

Exceptional customer service skills, specifically the ability to explain complex insurance or technical information in a warm, accessible way.

Specific experience in onboarding, engagement, and customer service within a digital health or telehealth environment.

Ability to learn and utilize new tools (like Zendesk and scheduling software) effectively and troubleshoot on behalf of less tech-savvy users.

Ability to work independently and decisively to move a member from "signed up" to "booked."

A genuine passion for expanding access to mental health care and improving the member experience.