Meru Health is hiring a
Care Operations Associate (Hybrid, San Francisco Bay Area)

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.

We are looking for a Care Operations Associate to join our Clinical team.

• Be part of Meru Health’s Clinical Operations team and part of our mission to make healthcare more accessible, affordable and outcome, data-driven
• Join a team that is changing the way we treat and care for mental health challenges - not just treating symptoms but addressing root causes and empowering people to heal and thrive. We work with Stanford, Harvard, UC Davis and other top universities as well as insurance companies like Cigna & Humana
• Be part of an inclusive and diverse group of individuals that places a high emphasis on values like compassion, integrity, and the wellness of ourselves and others. 

TEAM STRUCTURE & WHAT YOU CAN EXPECT:

As Care Operations Associate, you will report to our Manager of Support Operations and serve as a member of a fast-paced, dynamic front-line Care Coordination team tasked with coordinating quality patient care and ensuring an outstanding participant experience. Daily team focus includes participant and provider support, scheduling, eligibility verification, cost-share communication, workflow design, participant technical support, and collaborating on initiatives to scale the innovative Meru Health care delivery model. This is a hybrid role. 

As a culture add, you approach personal and professional relationships from a place of care, curiosity, and open-mindedness. You genuinely care about the well-being of others, have a genuine passion for helping people, and are actively keeping inclusion & diversity top of mind.

YOUR MAIN RESPONSIBILITIES (What this role will achieve):

Participant Support:

• Be the first point of contact with participants to help them understand what care at Meru Health means and how it works
• Facilitate speedy access to care (i.e. intake sessions with mental health providers or coaches) through helping individuals understand their covered benefit or cost of accessing mental health coverage through their health plan
• Provide optimal, “concierge” customer service that is high touch, compassionate and caring
• Facilitate internal and external care coordination to ensure participants are provided with appropriate referrals and resources
• Receive and triage customer complaints and maintain tracking mechanisms to identify trends
• Troubleshoot technical issues in the treatment app to facilitate participant care

Provider Support:

• Assist with day-to-day clinic operations including rescheduling requests, billing inquiries, and other administrative issues or provider questions
• Attend team meetings to build and foster relationships with Meru therapists and coaches

Process Improvement:

• Develop and implement clear and concise workflows to increase consistency and efficiency across the CC team.
• Use data-informed decision making to identify/make recommendations for strategies that will improve efficiency and effectiveness of CC processes.
• Ensure consideration of cross-functional impacts in recommendations/decision making around changes to CC processes.
• Provide ongoing input/feedback to CC team and cross-functional partners on recommended partnership/workflow changes, product improvements, etc. to improve efficiency.
• Serve as key stakeholder for the CC team in cross functional projects.

Team Duties

• Share coverage hours with other CC team members
• Proactively tend to the Zendesk ticket and financial eligibility/cost-share queues 
• Participate in team goal setting in support of company initiatives and targets.

Care Coordinator Onboarding/training:

• Update/develop written training materials for new care coordination staff. 
• Provide onboarding/training for new care coordination staff as hired.    
• Act as mentor / buddy to clinical specialists supplementing team bandwidth 

WHAT YOU WILL NEED TO BE SUCCESSFUL IN THIS ROLE:

1. Skills needed:
• Alignment with our values and passion for our mission
• Self-starter and ability to work very independently
• Genuine passion for helping people
• Excellent written and verbal communication skills - especially compassion driven communication
• Excellent understanding of data and ability to use data to inform decision making
• Ability to build and maintain strong cross-functional relationships
• Strong analytical skills
• A solutions-oriented approach and “can do” attitude
• Ability to think critically and react quickly
• Ability to work in a team environment while balancing demands of independent workflow and projects
• Attention to detail
• Tech savvy and resourceful
• Professionalism 
  
  
2. Work experience needed:
• Ideally 3+ years of experience in either customer service OR working in the medical/mental health system: case management, peer counseling, crisis hotline, patient advocacy or social work, etc.
  
  
3. Knowledge, education, and/or training:
• Bachelor’s degree or equivalent in relevant field (psychology, social work, public health)
• Familiarity with the American health care system, including care coordination systems and billing processes
• Aptitude and experience with technical troubleshooting 
• Startup experience helpful
• Zendesk or similar platform experience helpful

WHAT SUCCESS LOOKS LIKE: 

1. Strong partnerships with other CC and cross-functional team members.
2. Compassionate communication with participants throughout their journey with Meru. 
3. High productivity, increasing the team capacity for patients served. 
4. High patient satisfaction ratings for care coordination activities. 

In addition to the achievements identified above, here is what to expect:

At 90 days:

• You are well on your way to building trust and strong relationships within the CC team and cross-functional partners.
• You understand team workflows and processes and know where to find information.
• You are actively contributing to the team’s efficiency and effectiveness.
• You are successfully troubleshooting technical issues for participants and identifying ways we can improve technical support.

At 6-months: 

• You are able to effectively communicate barriers to CC team efficiency and identify possible solutions to these barriers, including expected impacts on other teams or workflows.
• You are independently solving problems and bringing solutions to the team.
• You are proactively leading CC team initiatives.

At 1-year: 

• You are a seasoned member of the team and a go-to resource for other teams needing CC support.
• You regularly serve as a CC stakeholder on cross-functional projects.
  
  

At Meru Health, we don’t just accept differences — we celebrate, support, and thrive on them as a source of human creativity and richness of life, for the benefit of our employees, our customers, and our community. Meru Health is proud to be an equal opportunity workplace and is an affirmative action employer.

US TOTAL REWARDS PACKAGE:

We believe in prioritizing our employees' health and well-being, so that they can focus on the good work of helping 10 million people recover from mental health challenges.

• Pay:
  • Denver: $55,000 - $90,700 
  • Bay Area: $79,500 - $107,710
  • Generous stock options
    
    
• Benefits:
  • 100% employer paid Medical, Dental, Vision, & Life Insurance for full-time employees (50% for dependents)
  • Flexible Spending Account and Health Savings Account options available (HSA eligible employees will receive Meru's annual contributions of $1,500 for single enrollees and $3,000 for enrollees with dependents)
    
    
• Paid Time Off:
  • 15 US holidays annually
  • 4 weeks vacation your first year of employment, then 5 weeks vacation thereafter 
  • 8 weeks of parental leave for all new parents and an additional 8 weeks for new birthing parents
  • Up to 4 weeks off to grieve a family member's passing
  • Birthday off
  • Day of Service to participate in any activities that elevate marginalized communities
    
    
• Hybrid Work Benefits:
  • Internet & phone expense reimbursement
  • $250 Onboarding Home Office stipend

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

Research shows that women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

MORE ABOUT MERU HEALTH:

Meru Health is growing fast to meet the rapidly increasing demand for mental health services. We are on a mission to help 10 million people recover from mental health ailments by 2027. We partner with healthcare organizations, large employers and insurance companies who understand the need to offer comprehensive mental healthcare to members or employees, and to meet challenges so many people face with trying to access mental health care services.

We are scientists, engineers and experienced entrepreneurs who have come together to make mental healthcare accessible, effective and truly outcome-driven. Our mission is more than business, it’s personal. Our founders have lost friends and family members to depression, and we want to build a highly effective mobile treatment widely accessible to people in need.

At Meru Health, we don’t just accept differences — we celebrate it, we support it, and we thrive on it, as a source of human creativity and richness of life, for the benefit of our employees, our customers, and our community. 

Get to know us and our culture: https://www.meruhealth.com/about-us

Check out the science and research behind what we do: https://www.meruhealth.com/science

See example testimonials to get an idea of the impact our work is already having on thousands of lives: https://vimeo.com/495477106 ; https://www.youtube.com/watch?v=z8PcUkW8x_Y

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