Member Experience Specialist

Role overview The Member Experience Specialist supports people considering or participating in a remote care program, serving as a dependable point of contact throughout their enrollment and ongoing engagement. The work combines compassionate customer service with accurate guidance, practical troubleshooting, and careful attention to productivity, engagement, and satisfaction measures.

Responsibilities - Respond promptly and professionally to member questions through phone, email, and chat. - Explain program services, policies, and how to use the related app, helping prospective members understand enrollment and current members navigate their care journey. - Resolve routine issues, identify barriers to participation, and refer complex concerns to the appropriate support staff. - Communicate clearly and consistently while following established procedures across member interactions. - Build rapport and trust with members and colleagues, providing respectful support throughout the member experience. - Track individual and team performance goals, including measures related to productivity, engagement, and member satisfaction.

Requirements - High school diploma or GED. - Experience in a customer service role. - Clear written and verbal communication skills for phone, email, and chat. - Ability to build rapport and trust with members and teammates.

Nice to have Familiarity with remote work and the ability to work independently are preferred.

Benefits and work setup The position is remote, with stated hours of 9:30 a.m. to 6:00 p.m. Pacific time. The listed pay is $22.50 per hour. The care model described combines telemedicine, licensed clinicians, medication, online groups, therapeutic courses, and support for co-occurring conditions.