Member Experience Guide; Seasonal

Position: Member Experience Guide (Seasonal)
** Member Experience Guide (Seasonal)
** Fully Remote (AZ, NV, TX, NW, WA)

Start Date:

10/19/20267 weeks mandator training 8am-4:30pm PSTAfter Training Shift
** TBD
* * Base Hourly Pay Rate: $20.00
** The job
** 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.
** 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.
** Your Qualifications
** High School Diploma or Equivalent Experience1+ 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:o Spanisho Cantoneseo Mandarino Koreano Vietnamese
** We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
**** What's in it for you?
*** Work mode:
Remote
* Robust Wellness Program
* Excellent 401(k) Retirement Saving Plan with employer match
* Robust employee recognition program
* Opportunity for growth
* An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team!  Qualified applicants are encouraged to apply now!