Member Experience Guide

The Member Experience Guide

The Member Experience Guide serves as a trusted partner to our members, owning each interaction from inquiry to resolution with empathy, clarity, and accountability.

Guided by a deep sense of Member Obsession, this role puts members first in every decision, ensuring their needs are understood, prioritized, and resolved with urgency and care.

Member Experience Guides embrace a Champion’s Mindset, welcoming challenges and persevering until the best possible outcome is achieved.

Through courageous problem-solving and a commitment to excellence, this role reduces member effort, strengthens trust, and delivers meaningful experiences that build long-term loyalty.

Member Experience Guide Remote Locations (AZ, NV, TX, WA)

Start Date:

10/19/2026 7 weeks mandator training Shift TBD after training Base Hourly Pay Rate: $20.00

You will Connect with empathy and member-first focus:
Build trust through active listening, acknowledging emotions, and demonstrating Member Obsession by prioritizing the member’s needs in every interaction.

Own the end-of-end experience:
Take full accountability for resolving inquiries, requests, and concerns, navigating systems and teams with a Champion’s Mindset to achieve first-call resolution whenever possible.

Deliver “path to yes” solutions:
Apply critical thinking and Courageous Challenge by seeking solutions beyond the obvious and addressing barriers directly to meet member needs.

Navigate complexity with clarity and confidence:
Translate benefits, claims, and processes into simple, actionable guidance, ensuring members feel supported and informed.

Demonstrate tenacity and perseverance:
Persist through complex or ambiguous situations, exhausting available resources before escalating and maintaining focus until resolution is achieved.

Provide clear next steps and follow-through:
Take ownership with Resolve, set expectations and ensure closure through proactive communication and follow-up.

Challenge for better outcomes:
Use Courageous Challenge to raise concerns, identify process gaps, and advocate for improvements that enhance the member experience.

Contribute to continuous improvement:
Embrace Responsible Disruption by identifying opportunities to improve workflows, reduce friction, and enhance service delivery.

Uphold service excellence standards:
Demonstrate Relentless Leadership in everyday actions by consistently delivering high-quality, empathetic, and effective service.

High School Diploma or Equivalent

Experience 1+ years of customer service experience in a contact center, healthcare, hospitality, or service-oriented environment

Experience resolving customer issues, managing multiple systems, and handling high-volume interactions

Required:

English (Read, Write, Spoken) Skills/Abilities

• Empathy – Demonstrates the ability to recognize and validate member emotions, ensuring every interaction feels personal, respectful, and understood.
• Compassion – Transforms empathy into action by proactively working to ease member concerns and improve outcomes.
• Tenacity – Displays persistence and determination, embracing a Champion’s Mindset to resolve even the most complex challenges.
• Resolve – Owns outcomes fully, ensuring issues are driven to closure with clear communication and follow-through.

Experience Preferred:
Medicare Advantage, Medicaid, or healthcare experience Experience in a provider office, medical group, hospital, or health plan Hospitality or high-touch service experience Caregiving experience demonstrating compassion and advocacy

Preferred:
Fluency in one or more of the following languages in addition to English:

• Spanish
• Cantonese
• Mandarin
• Korean
• Vietnamese

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