Guide - Teen Support

Responsibilities include:

• Provide premium service to our member by providing guidance through Cleo’s various service offerings or helping to direct and navigate families to their other healthcare and related benefits 
• Seek guidance when support and member needs fall outside of your scope of expertise. Escalate any urgent and emergency issues 
• Support the improvement of Cleo’s product, service, and growth through delivering insights, feedback, and expertise, including projects and duties as the needs of the business grow and expand 
• Provide detailed and timely completion of administrative and supplemental activities, such as maintenance of member records, plans, and data in our proprietary system 
• Collaborate within the Member Operations department and larger cross-functional Cleo organization to support knowledge sharing and Cleo’s growth deliverables 

About you:

• You have 3+ years of experience in providing support to families around parenting. Examples: (LMFT/MFT, School Counselor, Parent of Teens Coach, Middle or High School Educator, Sexuality and Gender Educator, behavioral specialist, or therapist)
• You are comfortable supporting members from pregnancy through teen years, collaborating with expert support team members for any questions that fall outside of your scope of knowledge
• You are a creative problem solver, who can think critically, and make decisions with a high degree of autonomy
• Have the ability to take initiative and exercise independent judgment to provide evidence-based support to members
• Are a clear and concise communicator, solutions-oriented, able to tackle challenges with creative thinking, with a willingness to go above and beyond for members
• You are able to apply insight and understanding about emotions and human responses to create and maintain positive interpersonal interactions, including when members may be dealing with trauma, disabilities or other challenging situations, with an inclusive mindset and approach
• You are comfortable with professional software such as Google Drive, chat-based team collaboration apps such as Slack, and have experience using Google Calendar in a professional environment. You feel confident in your abilities to learn new systems and adapt to changing workflows. We are a health tech startup!

Successful candidates will demonstrate the following competencies critical to this role:

• Adaptability & Flexibility: Can adapt to a rapidly changing environment, can constructively create opportunities for change through active participation, and address new challenges 
• Member Focused: Challenge and support development of your team to prioritize member’s needs; while delivering individually tailored solutions. Developing rapport and strong relationships with member, your team, and cross-functional team members
• Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps 
• Business Expertise: Help to improve the member experience via feedback on services and available technology. Provide key feedback on member experience to help our cross-functional team build and further develop key features 
• Communication: Listen well, express verbal and written ideas fluently and logically, are open to giving and receiving feedback, and can be depended on for truthfulness and integrity 
• Results-Oriented: Are goal-directed, focused, and accountable for meeting commitments, while also recognizing the contributions of peers
• Technical Expertise: Can comfortably acclimate to new technology systems and platforms and exhibits technical proficiency.