About Innerwell

We are on a mission to expand access to world-class behavioral health care by combining standard therapy and psychiatry with innovative care models and deeply personalized support. While we specialize in evidence-based modalities such as ketamine-assisted therapy and EMDR, we are equally committed to providing exceptional general mental health care. As part of our team, you will help build scalable systems that enable thousands of patients to receive high-quality care at accessible costs, transforming mental health outcomes nationwide. Together, we are shaping a future where high-quality mental health care is available to all.

Who We Need

We are seeking a proactive, patient-centered Senior Support Specialist to join Innerwell and elevate the quality of care our patients experience every day. In this role, you will serve as a trusted problem-solver for our most complex support needs, ensuring patients feel supported, understood, and cared for throughout their journey with Innerwell. You will handle high-touch issues with clarity and empathy, navigate across systems to resolve challenges quickly, and collaborate closely with cross-functional partners in Clinical Operations, Eligibility, RCM, and Discovery. This is a high-impact opportunity where your work directly strengthens the patient experience and reinforces our mission to deliver world-class behavioral health care at scale.

What You'll Do

• Resolve Complex Support Issues: Troubleshoot and resolve escalated patient tickets in Zendesk, including access, scheduling, account, and clinical-coordination questions.

• Provide Empathetic Patient Support: Communicate with clarity and warmth so patients feel heard, supported, and cared for throughout their experience.

• Investigate & Troubleshoot Problems: Dig into unclear or messy situations, gather details across systems, and identify the right path to resolution.

• Collaborate Cross-Functionally: Work with Eligibility, RCM, Clinical, Discovery, and Support teams. Support Clinical Operations, Eligibility, and RCM to verify information, remove blockers, and fully close out patient cases.

Who You Are:

• Experienced in Digital Health Support: You have 2 - 4+ years in a support, coordination, or patient-facing role within digital health, behavioral health, or healthcare operations.

• Calm & Empathetic Communicator: You stay steady during escalations and can de-escalate emotional situations while maintaining a supportive tone with patients.

• Detail-Oriented Troubleshooter: You’re comfortable working through unclear or incomplete information and finding accurate answers through systems and cross-team coordination.

• Collaborative Partner: You work well with Eligibility, RCM, Clinical, Discovery, and Support teams and know when to loop others in to move a case forward.

• Tech-Confident & Reliable: You’re comfortable in Zendesk (or similar helpdesk), EHR systems, and internal tools, and you follow SOPs consistently while delivering high-quality work.

Our Benefits

• Health Insurance

• Vision/Dental

• 401(k)

• Paid Time Off

• Short-Term Disability

• Life Insurance

• And more

The anticipated salary for this role will be $50k - $60k, commensurate with experience.

Equal Opportunity

Our patients come from all backgrounds, and so do we. Innerwell is committed to fostering an inclusive environment that reflects the diverse communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Recruitment Process

• HR Screening

• Assessment

• Hiring Manager Interview

• Final Leadership Interview