US - Remote
Who are we and why should you join us?
BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy in across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.
As the Customer Experience Specialist at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.
What are we looking for?
We’re seeking a Customer Experience Specialist who thrives on delivering white-glove support to both providers and clients navigating our mental health platform. You’ll be at the intersection of customer service, operations, and healthcare; solving complex insurance and billing questions, helping providers onboard smoothly, and ensuring clients receive timely, compassionate assistance. You must be empathetic and solutions-driven, with the ability to clearly communicate insurance benefits and troubleshoot multi-step issues across tools and teams.
The ideal candidate is proactive, collaborative, and deeply invested in providing an outstanding experience that aligns with our mission of accessible mental health care.
What will you do?
- Interact with clients and providers through omni-channel support (phone, email, text) with empathy, clarity, and care.
- Respond to insurance, billing, and claim-related questions, translating complex concepts into easy-to-understand terms.
- Serve as a key liaison between clients, providers, and our internal revenue cycle and operations teams.
- Support providers post-onboarding with updates to their accounts, troubleshooting platform issues, and resolving concerns.
- Assist clients with booking providers, verifying insurance benefits, and navigating therapy access.
- Partner with our technology and operations teams to surface customer insights and improve processes.
- Collaborate cross-functionally to identify trends, close loops on feedback, and enhance the experience at every touchpoint.
What will you NOT do?
- You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.
- You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.
- You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
- You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.
Can I work remotely?
Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.
Requirements
- 1+ years of experience in a customer-facing role, preferably in a technology or healthcare environment
- Working knowledge of health insurance benefits, including copays, coinsurance, and deductibles
- Understanding of benefit verification and claim processing across EMR and billing platforms (Claim MD, Availity, BillFlash, EZClaim)
- Excellent verbal and written communication skills, with the ability to convey complex information clearly
- High emotional intelligence, empathy, and active listening skills
- Experience using tools like Zendesk, Intercom, Twilio, and Dialpad
- Ability to manage multiple tasks, stay organized, and remain calm under pressure
- Open to working rotating weekend shifts
Bonus (nice to have):
- Experience with medical billing, coding, or revenue cycle management
- Credentialing and payor enrollment knowledge
- Commercial insurance experience
- Bilingual, especially Spanish
Benefits
- Remote work with regular in-person bonding experiences sponsored by the company
- Competitive compensation
- Holistic perks program (including free therapy, employee wellness, and more)
- Excellent health, dental, and vision coverage
- 401k benefits with employer matching contribution
- The chance to build something that changes lives – and that people love
- Any piece of hardware or software that will make you happy and productive
- An awesome community of co-workers
The base salary range for this position is $60,000 - $70,000. In addition to the base salary, this position is eligible for a performance bonus and the extensive benefits listed here (subject to eligibility requirements): Teladoc Health Benefits 2025. Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.
At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.
