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Member Operations Coordinator

Pelago Health

Pelago Health

Remote · United States
Posted on Wednesday, December 6, 2023
Pelago is the world’s leading virtual clinic for Substance Use Management. Our program provides guidance, support and treatment for members seeking to overcome their tobacco, alcohol and opioid use. From unhealthy habits to active substance use disorders, Pelago delivers a personalized solution based on individual health, habits, genetics, and goals, providing care for members wherever they might be on the substance use spectrum.
Pelago's suite of virtual services ranges from education, to cognitive behavioral therapy (CBT) to comprehensive medication-assisted treatment (MAT).
Pelago enables employers and health plans to deliver accessible, affordable, and effective treatment for substance misuse.
Member Operations Coordinator
We are looking for a Member Operations Coordinator with a clinical background, who can
help build and expand our Member Operations department and deliver a best-in-class
member experience for all that use the Pelago program. This is an exciting opportunity to be
on the forefront of designing and improving processes while running it. As a member of the
team you will be focused on member triage and care coordination. You will serve as the first
point of contact for our members, you will welcome them into their program and ensure they
have a smooth experience. You will interact directly with our clinical team and partner in
delivering high quality care to our members. In this incredibly rewarding role, you will have
the opportunity to make a direct impact on the lives of many of our members to help them
overcome their addiction.
About This Role
As an integral part of the Pelago Team, you will:
● Deliver best in class member experience by understanding our workflows and
supporting the member through their journey with Pelago
● Serve as first point of contact in our member experience, helping members with:
o Onboarding & enrollment support
o Appointment scheduling
o Inbound and outbound referrals
o General inquiries
● Proactively contact members through email, call, and text to keep them engaged in
our program
● Triage member calls and identify best practices to solve member issues
● Utilize clinical skills to coordinate and support member continuity of care
● Communicate directly with our clinical team to coordinate member experience
● Support the build out of new processes by creating process documentation such as
standard operating procedures (SOPs), process flows, and tracking mechanisms

What you'll need:

  • 2+ years of professional experience
  • RN license/Licensed Clinical Therapist/Drug and Alcohol Counselor
  • Basic knowledge of medical terminology and how to navigate in-network member services
  • Excellent communication skills, both written and verbal
  • Self-starter who can work independently with accountability
  • Supreme organizational skills and attention to detail
  • Passion for helping others, excited about our mission, comfort in member-facing role
  • Experience working with Google Suite
  • Strong problem-solving skills, especially with member or customer facing challenges
  • Comfort with ambiguity and ability to work in a start-up environment