Member Experience Specialist

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.

• 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.

• 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.

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

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.