- Provides accurate and easy-to-understand guidance regarding health insurance and employer benefits across multiple channels (phone, text, chat, and email).- Assists members with onboarding, making sure members understand and select appropriate health plans - Supports members with issues around their care journey, including finding a provider, managing claim/billing issues, and facilitating referrals - Collaborates with multiple teams across the company about member support issues to ensure a better customer experience.- Communicates with health care providers on a regular basis regarding, prior authorizations, and other claims and member related issues.- Specializing in supporting members around reproductive health, including IVF, pregnancy, postpartum health, and gender affirming care.

In Women’s Health is a community of mission-driven leaders passionate about improving the lives of women.Hosted on an AI-based tech platform, In Women’s Health accelerates the women’s health careers of members through talent development, education, up-skilling, and networking.

- Served as the face of Zero across multiple channels (Intercom & Dialpad) to 4,500 customers while leveraging empathy to improve customer retention & UX- Led one-off meetings with teammates to discuss urgent customer issues - Developed onboarding playbooks and led training for new Experience Associates, offered coaching in engagement, tone, and escalation across live chat, email, and phone- Conducted and analyzed audit of all coupon codes issued and impact on customer retention- Worked with Operations team to support process improvement for warehouse fulfillment and driver/delivery issues- Pulled weekly returns data from Shopify to help Operations refine inventory management- Conducted churn surveys in Typeform to understand pain points in UX and brand perception- Developed macro language for EX team to de-escalate and resolve sensitive situations (e.g. power outage at warehouse, missed deliveries)- Collaborated cross functionally to develop & implement new company refund process- Completed project to transition support macros to new site experience relaunch- Worked cross functionally with Product, Engineering, and Growth team leads to identify feature requests, improve software UX, and develop messaging/comms- Created/managed multiple databases (e.g. spreadsheets & guides) across Notion & Google Workspace

- Provided 1:1 and 1:many coaching sessions throughout entire lifecycle of pregnancy (prenatal to 8 months postpartum)- Collaboratively identified roadblocks to successful reproductive health experiences and brainstormed creative solutions that best suited client’s needs, interests, & most optimal outcomes- Conducted research for individual client needs & provided resources around navigating complicated medical systems with a focus on reproductive wellness & mental health- Maintained well documented data reports and case notes on behalf of clients, including proposals for various process improvements around sleep, feeding, and development- Established and prepared client contracts while negotiating terms and pricing- Identified opportunities for cross functional support with other reproductive care professionals (e.g. lactation consultants, massage therapists, etc.) & collaborated to improve client’s experience- Tracked and shared significant industry updates with clientele

- Project Management- Designed, developed, and implemented new household organization strategies for multiple diverse families. Duties included meal planning, light housekeeping, handling communication with schools, and collaborating with other domestic staff/service providers.- Organization- Coordinated children’s active social and extracurricular (and often divergent) schedules, managed family calendars, monitored home food, supply, and clothing inventory.- Child Development- Monitored and documented developmental milestones, worked alongside parents and healthcare providers via daily communication and regular reports, researched and implemented daily routines/schedules which included age appropriate enrichment activities.