Provider Experience Associate

Nourish is on a mission to improve people’s health by making it easy to eat well. More than half of Americans have a chronic condition related to what they eat, and poor nutrition is the number one driver of preventable death.

Nourish is addressing this healthcare crisis by helping people eat better, more easily, with our food as medicine platform. We connect people with a telehealth Registered Dietitian, food, and mobile app to improve their nutrition, all covered by health insurance. The Nourish mobile app provides a comprehensive approach to wellness through personalized visits with Registered Dietitians, medically-tailored meal delivery, health progress tracking, personalized content, meal logging, recipes / meal planning, AI chat, and more.

We launched two years ago and already have thousands of dietitians and hundreds of thousands of patients on the platform. Our patients span a wide range of nutrition-related conditions including diabetes, eating disorders, kidney disease, GI conditions, cancer, obesity / weight management, cardiovascular disease, and more. We are live in all 50 states.

We are growing quickly, have partnered with national health insurance companies and provider groups, and have raised over $44M from top-tier VCs including Index Ventures, Thrive Capital, Maverick Ventures, Y Combinator, and Box Group, amongst others. Our angel investors include world-class healthcare founders from Oscar, Rightway Health, Headway, Spring Health, and Alto Pharmacy, as well as soccer star Alex Morgan and the founders from Olipop and Notion.

Learn more about us in TechCrunch here and read about our recent Series A here.

The Provider Experience Associate (PXA) plays a critical role in shaping the journey for new Registered Dietitians (RDs) as they join our team. From the moment a new provider signs their offer, the PXA is directly responsible for ensuring they are supported, confident, and ready to start successfully seeing patients at Nourish. This role is centered around creating an amazing onboarding experience - answering complex questions, problem-solving, and tracking onboarding progress. The PXA is responsible for getting RDs over the finish line so that they can start a successful career treating patients. This person will report to our Provider Experience Manager. 

This role is full-time and open to remote or in Nourish’s NYC office in the heart of Silicon Alley.

Key Responsibilities:

• Serve as the point of contact for new providers, building a deep knowledge of Nourish’s provider tools and processes to effectively support RDs
• Manage the onboarding inbox, answering provider questions via email, phone, and chat in a timely and professional manner
• Track key onboarding metrics, including provider activation rates, satisfaction, and timelines
• Support the development and enhancement of onboarding materials to help providers quickly learn Nourish’s systems and processes
• Identify and troubleshoot challenges providers are facing during onboarding
• Pitch new providers on the value of timely onboarding and why they should complete their setup and start seeing patients
• Collaborate with cross-functional teams, including customer experience, to ensure all new providers have a great start
• Ensure providers are fully trained and prepared to start their sessions effectively
• Make process improvements based on feedback from providers to improve the overall onboarding experience

You’ll love this role if:

• You’re passionate about helping others. You derive satisfaction from solving problems and making a positive impact on people’s lives through excellent customer service.
• You thrive in fast-paced environments. You enjoy juggling multiple tasks at once and can handle shifting priorities with ease.
• You’re a fast learner. You can quickly understand new systems, processes, and products and stay on top of frequent updates.
• You’re tech-savvy. You’re comfortable using customer service software like Front or Intercom, and you have no trouble troubleshooting basic tech issues for customers.
• You have excellent communication skills. Whether it’s written or verbal, you know how to convey information clearly, professionally, and with empathy.
• You have a great attention to detail. You make sure no customer query is left unresolved, and you accurately track interactions and updates in our CRM.
• You love working in a collaborative team environment. You’re excited about the opportunity to work with multiple teams and contribute to projects that improve our service offering.
• You’re an excellent multi-tasker. You can easily handle multiple different workstreams and processes at once

We’d love to hear from you if:

• You have 3+ years of experience in a customer or internal support role, ideally in provider support, customer experience, or internal operations support.
• You’ve worked in fast-paced industries like telehealth, healthcare, SaaS, or tech where quick thinking and adaptability are key.
• You have strong verbal and written communication skills and are comfortable handling phone calls, email, and chat interactions with customers.
• You can learn the process and assume ownership quickly, understanding a detailed process right after having it explained
• You’re a strong problem-solver who can think on your feet and offer creative solutions to customer challenges.
• You are organized and can handle multiple customer interactions at once, making sure no detail is overlooked.
• You’re passionate about nutrition or wellness, and you’re excited to help others on their health journey through Nourish’s services.

Please note that you must be legally authorized to work in the U.S. for this position. 

More Information

Mission & Vision & Success

Nourish Clinical Philosophy

Values

Why Nourish Exists

Team

Compensation & Benefits

How We Work