Complaints & Grievances Coordinator

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

Reporting to the Team Lead, Care Support, the Complaints & Grievances Coordinator – Temp will ensure timely, empathetic, and compliant resolution of member concerns. This role is part of the Care Support team and plays a critical role in the member complaint resolution process across Billing, Clinical, and Quality teams. This is a temporary position that is fully remote.

This is a temporary position with the opportunity to extend or become permanent full-time based on performance and/or business needs. As a temporary (contract) position, this role is not eligible for any non-statutory benefits. Flexibility to support occasional shift adjustments (depending on business needs) is preferred. Advance notice will be provided when possible.

What you’ll do:

• Monitor, triage, and address incoming member complaints and grievances through internal systems and support as appropriate
• Conduct thorough case reviews and collaborate with operations teams to gather documentation and context
• Draft formal responses and ensure timely resolution in compliance with internal SLAs and regulatory guidelines
• Maintain accurate records and documentation of all case activity
• Work closely with Operations Compliance to track and pursue the resolution of grievances
• Identify trends and surface feedback to improve service quality and satisfaction

What success looks like:

• 100% of flagged cases acknowledged and resolved within SLA
• Timely completion of support tickets, within regulatory and internal resolution times
• High internal satisfaction with communication and coordination

What you’ll bring:
Minimum Qualifications:

• 2+ years experience in a healthcare, behavioral health, or insurance environment
• Strong understanding of grievance processes, regulatory timelines, and privacy standards (e.g. HIPAA)
• Excellent written communication skills, strong attention to detail
• Excellent organizational and time-management skills
• Empathy-driven, customer-first approach in sensitive scenarios
• Working knowledge of Google Office Suite (Google Docs, Sheets, Slides, Forms, etc.)
  

Preferred:

• Knowledge of DMHC, NCQA, CMS and other regulatory bodies preferred
• Experience in a digital health or startup environment
• Experience with CRM or case tracking tools like Zendesk, or similar

The target base salary range for this position is $26.05 – $32.18. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.