Member Services Associate

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). Candidates must reside in one of the following states: Maine, Maryland, Massachusetts, New Hampshire, New Jersey, North Carolina, Pennsylvania, Rhode Island, 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:

• High school diploma or GED required
• Skills of handling complex inquiries normally obtained through 3 or more years of customer service experience (either via telephone, email and/or text)
• Proven experience working effectively in a remote work environment
• Strong computer literacy with the ability to multitask in a fast-paced environment is required
• Previous experience working with individuals diagnosed with substance use disorders is a plus
• Willingness and eagerness to learn, be flexible, and assist members and colleagues as needed
• Strong interpersonal and communication skills, with the ability to interact effectively with members from diverse backgrounds
• Excellent time management and strong attention to detail
• Exceptionally strong work ethic
• Bilingual ability is a plus but not required

It will also be great if you have:

• A college degree
• Great listening skills with a passion for helping others. Delight and act with urgency solving problems for others and anticipating needs, with empathy and compassion for the unique needs of our members
• The ability to be a team player with an “all hands on deck” attitude

Work location requirements:

• BLP operates in hybrid and remote work environments, which allows us to better meet our members and partners where they’re located. Candidates applying for this role must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings as expected in coordination with their department and business needs. 

When working from home, the requirements include:

• Must have reliable internet service with a fast upload/download ability
• Ability to ensure any protected health or proprietary data/information is not visible (or audible)  to others in any work location
• Must have a quiet space to speak to members, team members, or external partners with minimal background noise and distractions

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.