Marvin provides digital behavioral health services over telemedicine to employees of hospitals and other healthcare systems. Our mission is to end the one-size-fits-all approach to behavioral health, designing a unique treatment plan for each client, and providing culturally-adept care that best meets their needs.

We are looking for an outstanding User Success Associate to join our efforts to provide care within healthcare institutions. In this role, you will work in our primary client-facing team, collaborating with our therapists and patients to ensure that they have a successful experience with Marvin. You will manage and resolve client issues, working through both phone and email. You will also direct our client scheduling and operational processes. Within the Marvin team, you will work cross-functionally with Marvin’s clinical and engineering groups, providing insight into the day-to-day client experience, as well as guiding new feature development.

The ideal candidate will be inspired to work in a clinical mental health setting, supporting healthcare workers and other hospital employees. They will be excited about a dynamic, face-paced, startup environment, and will be passionate about using their skills to ensure a terrific Marvin experience.

Key Responsibilities:

• Serve as the first point of contact for patients, providing excellent customer service via phone, email, and chat.
• Assist patients with scheduling sessions, answering inquiries, and providing information about our services.
• Address patient concerns, complaints, and follow up on unresolved issues in a timely manner.
• Verify patient information and ensure accurate data entry into the system.
• Coordinate with internal team members to manage patient flow and improve service efficiency.
• Review processes, insurance coverage, and escalate scheduling issues when needed .
• Ensure compliance with healthcare regulations and company policies.
• Regularly audit the sessions and automations to ensure they are running smoothly
• Maintain a positive and professional attitude when handling sensitive information.
• Generate and maintain reports to identify trends

Qualifications:

• Associate’s or bachelor’s degree preferred; Medical Assistant, Pharmacy Tech or any other type of Healthcare Certification
• 3+ years of customer service experience or customer support role, preferably in healthcare or a related field.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and ability to handle stressful situations.
• Familiarity with healthcare systems, scheduling software, and insurance processes is a plus.
• Proficient in Google suite and Helpscout (Preferred).
• Ability to work both independently and as part of a team.
• Experienced with creating reports and analyzing data

Preferred qualifications:

• Strong experience working in a dynamic, fast-changing, or startup environment
• A strong desire to succeed alongside a passion for delighting customers
• Experience working with HelpScout, ZenDesk or similar platform
• Experience working with Electronic Medical Records
• Strong interpersonal skills with sensitivity to diverse communication styles and priorities
• Extreme attention to detail, ability to work well under pressure and handle multiple priorities at once