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.

Pelago has scaled to helping hundreds of employers and health plans and has already helped more than 750,000 members manage their substance use better. We have recently closed our Series C and raised over $151m from leading global investors. If you are passionate about making an impact on the health of others, join us and make it happen!

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. As we extend coverage, we will expect our Member Operations Coordinator to work 8:00A-5:00PM PST.

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 and

serve as first point of contact in our member experience, helping members with:

• Onboarding & enrollment support
• Appointment scheduling
• Inbound and outbound referrals
• 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
• Ability to work full-time hours aligned with the Pacific Time Zone

We are looking for you to bring:

• 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