Member Operations Coordinator

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

• 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

Our teams at Pelago are made up of an incredible range of talented people from all walks of life. We believe that diversity of any description leads to innovation, idea sharing and collaboration. 

Pelago is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status. Diversity and Inclusion are paramount to the success of our mission and our culture is driven by our differences, each of which we embrace with open arms.

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