Member Success Specialist; Chicago

Nara is an AI-native benefits administrator (TPA) fixing healthcare benefits by designing and administering personalized, cost-effective health plans for employers, employees, and their families. Our mission is to rebuild health care around people, not the system. We're working toward a future where coverage and care are affordable, accessible, and understandable. To get there, we're rebuilding the system from the ground up, using new data, tools, and technology in service of human judgment, not in place of it.

When we succeed, people get the right care, at an optimal price, without the friction.

You'll be the human voice behind Nara's promise to make healthcare benefits actually work. When members call confused about their coverage, frustrated with a claim, or lost in the healthcare maze, you're the one who makes it right, combining empathy with real insurance expertise to turn complex concepts into answers people can act on. You'll become fluent in self-insurance, ICHRA administration, and alternative insurance models, translating jargon into plain language so every member hangs up feeling heard and confident about their next steps.

• Field inbound calls, emails, and SMS messages from members navigating their health benefits, claims issues, enrollment questions, and coverage concerns
• Communicate clearly and compassionately with members and providers across multi-channel conversations
• Translate complex insurance terminology and plan designs into clear, actionable guidance
• Educate members on how to maximize their benefits, from preventive care to complex medical needs
• Troubleshoot and resolve member issues in real time, coordinating with claims processors, employers, and healthcare providers when necessary
• Handle escalated situations with grace, turning frustrated callers into satisfied members
• Document interactions thoroughly and identify patterns in member issues that inform product improvements and employer communications
• Serve as the member advocate internally: surfacing friction points, suggesting product and process improvements, and ensuring member voices shape our platform
• Collaborate with the operations and account management teams to ensure seamless member experiences across all touchpoints
• Build custom operational tools (e.g. reporting dashboards) using tools like Excel and large language models (LLMs) to drive internal efficiencies and support member or provider needs

• 3+ years in customer service, preferably in healthcare, insurance, or benefits administration
• Background in benefits administration or insurance brokerage
• Experience with multi-channel support (phone, email, SMS/chat)
• Experience with CRM systems and call center software
• Understanding of health insurance fundamentals (deductibles, coinsurance, networks, prior authorization)
• Knowledge of self-funded plan designs and administration
• Chicago-based, comfortable with a hybrid schedule
• Concrete examples of staying calm and clear with someone panicking about a denied claim or confused about their coverage

• Experience in a fast-paced environment requiring a high learning curve
• Experience with reference-based pricing (RBP) plans, including member-side provider pushback support and provider-side claim negotiation and balance billing

We value how you think and approach problems as much as what you've done.

Ownership Mentality. When you take on something, you own it end-to-end until it's done, not just until it's someone else's turn. If you spot a friction point, you fix it rather than flag it and move on. When a member's issue spans claims, an employer, and a provider, it's yours to see through to resolution, not to bounce between departments and hope someone else closes…