Member Services Associate

Base pay range

$21.15/hr - $25.48/hr

At Better Life Partners, we provide what it takes to heal from addiction wherever, whenever. We work alongside community‑based organizations to meet our members where they are, no matter what recovery looks like to them. By combining virtual and in‑person counseling, community support, and access to life‑saving medication, we help people move beyond addiction to find belonging, love, and purpose.

As a Member Services Associate, you will play an integral role in the provision of care and services to our members. The Member Services Associate is a critical first line of contact, setting the tone for how our services are experienced and accessed. This role focuses on connecting our members to the appropriate care teams, scheduling appropriate services, answering questions, and troubleshooting our members’ telehealth experience in addition to interacting with community partners, pharmacies, and labs.

You will help members navigate services and teams within BLP, paving the way for timely services.

To be successful you have a passion for understanding others, problem‑solving, and finding solutions, thrive in a fast‑paced dynamic environment, and excel at providing excellent customer service. You are flexible, adapt well to change, and are excited about our mission and committed to helping people through a sometimes difficult system.

This position is remote (work from home). Candidates must reside in one of the following states:
Maine, Maryland, Massachusetts, New Hampshire, New Jersey, North Carolina, Florida, Georgia, Pennsylvania, Rhode Island, or Connecticut.

• Demonstrate and communicate the core values of Better Life Partners;
  Love, Act, Partner, Advocate, and Grow
• Act as a concierge for our services
• Promptly, professionally, and accurately respond to calls, emails, and text messages
• Coordinate meetings over Zoom between members and providers or counselors
• Accurately collect or verify member demographic, insurance, and other information to keep the member profile accurate in our proprietary electronic medical record platform
• Quickly identify member needs, clarify information, and transfer calls to the right department
• Offer assistance and guidance to members in navigating their treatment plan, scheduling and rescheduling appointments, and liaising with clinical staff as needed
• Provide personalized support to members throughout their recovery journey, addressing questions or concerns with compassion and understanding
• Exhibit cooperation, flexibility, and provide assistance when interfacing with members, colleagues, and external partners
• Uphold the highest level of discretion and confidentiality when handling member information
• Continuously seek opportunities to enhance the member experience

• High school diploma or GED required
• Skills for handling complex inquiries, normally obtained through 3 or more years of customer service experience (telephone, email, and/or text)
• Proven experience working effectively in a remote work environment
• Strong computer literacy with the ability to multitask in a fast‑paced environment
• Previous experience working with individuals diagnosed with substance use disorders is a plus
• Willingness and eagerness to learn, be flexible, and assist members and colleagues as needed
• Strong interpersonal and communication skills, with the ability to interact effectively with members from diverse backgrounds
• Excellent time management and strong attention to detail
• Exceptionally strong work ethic
• Bilingual ability is a plus but not required

• A college degree
• Great listening skills with a passion for helping others, delight and act with urgency solving problems and anticipating needs, with empathy and compassion for unique member needs
• The ability to be a team player with an “all hands on deck” attitude

BLP operates in hybrid and remote work environments, which allows us to better meet members and partners where they’re located. Candidates applying must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings…