About BlueHive
BlueHive is powered by the vision, passion, and dedication of a team committed to developing and delivering innovative solutions that drive safer workplaces, reduce administrative burden, and improve health outcomes across industries. We create technology that bridges the gap between employers and clinics, making workforce compliance smoother, faster, and more human.
BlueHive wasn’t built just for billion-dollar enterprises in oil & gas or government. It’s for every HR leader trying to give people a better shot at a safer, healthier future – from the nonprofit hiring re-entry candidates fighting for a second chance to the staffing firm placing apprentices on job sites they never dreamed they’d step foot on. Our promise is simple: health compliance shouldn’t be a paperwork nightmare or a privilege. It should be a bridge – one that leads to opportunity, dignity, and progress: one screening, one employee, one community at a time.
Position Summary
The Field Operations Associate builds on the foundation of our Concierge Specialist and Provider Representative roles by combining customer-facing support with deeper operational responsibilities. You’ll be the first line of support for BlueHive customers, ensuring health service requests are scheduled seamlessly, while also maintaining and improving the accuracy of our provider network. Beyond processing requests, you’ll monitor service quality, maintain documentation and records, and contribute to process improvements that make compliance smoother for employers, providers, and employees alike.
Essential Functions of the Position
- Customer & Provider Liaison: Serve as a bridge between employers, employees, and occupational healthcare providers, ensuring requests are handled quickly and accurately.
- Service Queue Management: Monitor and process incoming service requests, verifying employer, employee, and provider information, and coordinating appointments within specified timeframes.
- Provider Directory Quality: Maintain and update the BlueHive Provider Directory, researching geographic gaps, and encouraging providers to keep their listings accurate and complete.
- Documentation & Knowledge Management: Maintain clear, organized records of provider data, service requests, and resolutions. Create and update internal documentation, FAQs, and process playbooks so CX and provider teams have consistent, easy-to-navigate guidance.
- Operational Support: Use independent judgment to troubleshoot issues, escalate when appropriate, and support the CX team with clear documentation and process playbooks.
- Feedback Loop: Capture and communicate customer feedback, feature requests, and provider pain points directly to the Product and CX leadership teams.
- Community Contribution: Support customer and provider engagement initiatives (surveys, roundtables, feedback interviews) to surface insights that improve platform experience.
- Continuous Learning: Stay current on BlueHive features, services, and pricing to provide accurate, up-to-date guidance to customers and providers.
- Team Collaboration: Participate in weekly team meetings, contribute ideas for improving workflows, and collaborate cross-functionally to deliver excellent service.
What Success Looks Like (First 90 Days)
- Successfully complete all onboarding and training modules within 30 days.
- Process service requests with 95%+ accuracy and responsiveness.
- Onboard or update at least 20 provider listings with clean, verified information.
- Review and update at least 3 core CX or provider-facing documents for accuracy and clarity.
- Identify at least 1 recurring operational issue and propose a solution to leadership.
- Contribute positive feedback from both providers and employer clients on support quality.
Minimum Job Requirements
- Education: High school diploma or equivalent (Associate’s or Bachelor’s degree a plus).
- Experience:
- 0–2 years in customer service, operations, or provider relations.
- Healthcare or compliance-related experience, especially with EHR systems, is a plus.
- Skills:
- Strong communication and customer service skills.
- Tech-savvy; comfortable with Mac OS, G-Suite, CRMs, and virtual collaboration tools (e.g., Webex, Zoom).
- Understanding of remote work best practices.
- Bilingual/multilingual skills are a plus.
