Member Support Specialist (Remote, 12pm - 9pm PST shift)

Responsibilities

• Conducting first phone calls with new members to assess fit for Brightline services
• Scheduling appointments for members
• Ensuring member paperwork has been completed
• Supporting Providers with a variety of administrative tasks
• Answering all admin-related questions between sessions
• Conducting eligibility checks, filing claims, and collecting member payment
• Keeping our internal software tool for the Member Support team ultra-organized
• Identifying ways to delight our members, ease the workday for our clinical team, and overall improve our operational processes as we scale

Requirements

• A passion for our mission to redefine behavioral health for children and their families
• A desire to create a one-of-a-kind member experience and a background in providing excellent customer service
• The drive to be part of building something new - to work hard, to be your best self and to change the lives of our families
• Comfort with a wide variety of technology including email, EHR, scheduling tools and more
• Excellent communication skills (written and verbal) and organization skills
• Ability to revel in the details and commitment to following through on all tasks, simple and complex
• Previous experience managing a medical office and/or familiarity with insurance billing are a bonus
• Nice to have: Ability to effectively communicate with Spanish-speaking members and provide support in both English and Spanish

About the role

This position is fully remote with a 12pm - 9pm PST schedule (Monday to Friday)

Benefits

• Medical, Dental, Vision
• Long-Term Disability, Life Insurance
• Flexible Spending Account, 401k match
• 12 Company Holidays, Time Off, Parental Leave, Company Wide Shutdown
• Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement

Pay

The target hourly range for this position is $21-$25. Individual pay may vary from the target range and is determined by a number of factors including certifications, experience, location, internal pay equity, and other relevant business considerations.

Schedule

This position is 100% remote.

About Brightline

Brightline is a therapy and psychiatry practice that delivers expert pediatric, teen, and parental mental health care to families and kids up to age 18. Brightline’s virtual and in-person outpatient services include diagnostic evaluation, therapy, psychiatry services (e.g. medication management), and psychological testing (to assess learning differences, school readiness, executive functioning difficulties [e.g. ADHD], and autism). In addition to Brightline’s generalized support, we offer focused programs including those that support anxiety, obsessive compulsive disorders, ADHD, and disruptive behaviors. Founded in 2019, Brightline has delivered care to tens of thousands of families with industry-leading results. We’ve been nationally recognized for clinical excellence and innovation for several years — recent awards include the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). Brightline is based in Palo Alto and is backed by investors including Boston Children’s Hospital, Northwell Health, Blue Cross Blue Shield of Massachusetts, Google Ventures, KKR, and Oak HC/FT.