About Mending

Mending is a team of healthcare nerds, software engineers, product designers, direct primary care doctors, health insurance experts, and more. We are building a healthcare system that makes sense, starting by redefining the role of health insurance – one that focuses on reducing friction for doctors and patients, and investing in ways to create more meaningful doctor-patient relationships.

We believe unrushed conversations with doctors lead to better health and lower costs for patients. Our health plans enable all members to have free and frictionless access to a dedicated doctor they know and trust. We’re excited to create health insurance plans you can actually use. We’re backed by top investors and are looking for values-aligned individuals to join our NYC-based founding team, or as a remote employee.

Our aspirations for this role

Mending is seeking an enthusiastic, provider-first individual to own the day-to-day relationship and support experience for our growing network of Direct Primary Care (DPC) partners. In this role, you’ll serve as a trusted point of contact for providers and their teams: answering questions, resolving issues, and partnering with internal teams to think through and implement thoughtful, scalable solutions. You’ll proactively identify opportunities to improve the provider experience, balancing strong relationship management with operational rigor, including ownership of a bi-annual NPS survey for all providers.

You’ll play a critical role in shaping how DPCs experience Mending, from onboarding through ongoing partnership. This means not only responding quickly and thoughtfully to inbound questions, but also spotting patterns, surfacing feedback, and working cross-functionally to improve communication, workflows, and overall provider satisfaction.

For the right candidate, this is a unique opportunity to develop strong account management and relationship-building skills while building real operational muscle at a fast-growing healthcare company. You’ll work closely with doctors and practice staff, act as a liaison between providers and internal teams, and help translate feedback and challenges into clear next steps and improvements. Your work will ensure our providers feel heard, supported, and excited to partner with Mending.

Let’s dive into the details

• Serve as the primary point of contact for assigned DPC provider partners, responding to inbound calls and emails related to onboarding, billing, insurance navigation, and owning issue intake, root-cause analysis, and cross-functional follow-through to improve provider-facing processes
• Build trusted relationships with providers and practice staff through timely follow-up, clear communication, and consistent support
• Identify recurring issues or communication gaps and partner with internal teams to drive improvements that positively impact provider satisfaction and NPS
• Help shape provider-facing communications to ensure they are clear, helpful, and aligned with how DPCs actually operate
• Act as the voice of the provider internally, collaborating with health plan operations, member support, product, and engineering to prioritize and deploy solutions based on impact and feasibility
• Track open provider issues and ensure timely resolution, escalating thoughtfully when needed
• Support provider engagement initiatives such as education, announcements, or light marketing coordination (e.g., website updates, email campaigns), in service of stronger provider relationships
• Occasionally visit provider practices or attend in-market events to strengthen relationships and support new market launches (travel up to ~25%)

Experience that excites us

• 2–4 years of experience in a customer-facing, account management, client support, or relationship-oriented role requiring independent problem-solving and ownership
• A service-oriented mindset: you enjoy helping people, following through, and building trust over time
• Highly organized, with the ability to manage multiple provider relationships and making tradeoffs across competing priorities
• Comfort working cross-functionally and advocating for external partners internally
• Healthcare experience (especially working with providers or payers) is a plus, but not required
• Experience with CRM systems, ticketing tools, and Google Workspace, with the ability to use data to identify trends, surface issues, and inform next steps

You 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.