Member Support Specialist (Remote, 9am - 6pm PST shift)

Welcome to Brightline! We are searching for a stellar Member Support Specialist who will support our Brightline members with signing up, scheduling, billing and any other administrative help they need. You will be joining a small, but mighty team at the cusp of an exciting growth phase, and be integral in helping us provide great support to every member who accesses our services.

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

This position is fully remote with a 9am - 6pm PST schedule (Monday to Friday)

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. Most of our systems are designed with you in mind, so you’ll thrive if you can learn them quickly and provide feedback on how to make them better.

• 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.

We offer several benefits, perks, and stipends:

• Medical, Dental, Vision, Long-Term Disability, Life Insurance, Flexible Spending Account, and 401k

• 12 Company Holidays, Time Off, Parental Leave

• Health and Wellness Stipend, Home Office Reimbursement and Professional Development Reimbursement

At Brightline we have built a total rewards philosophy that includes fair, equitable, competitive, geo-based compensation that is performance and potential based. Our strategy is based on robust market research, including external advisory specializing in national compensation, and thoughtful input from every level of our organization. It is a combination of a cash salary, equity, benefits, wellbeing, and opportunity. In compliance with the Equal Pay for Equal Work Act, the base hourly range for applicants is $21-$27.

Our Commitment to Building a Diverse, Equitable, and Inclusive Workforce

At Brightline, we believe that Diversity, Equity, Inclusion, and Belonging are essential to the foundation upon which our mission is built. We are committed to:

• building a future where all families can access inclusive, high-quality care

• creating an environment that encourages our employees to show up authentically, reach their highest potential, and have an equal opportunity to thrive

• systematically evaluating and improving our inherent beliefs, observed behaviors, structures, and systems

• ensuring that every employee, candidate, client, and family we serve is valued and respected

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.