Member Experience Specialist
Supports members with healthcare benefits, insurance, and platform issues through empathetic email and phone assistance. The role requires 1–4 years of member-facing support experience, strong communication, and collaboration with Operations, Product, and Engineering.
About the job
Responsibilities
- Provide frontline member support via email and phone, resolving questions about benefits, insurance, and core platform workflows.
- Meet designated service-level agreements and support success metrics.
- Own support issues end-to-end with fast, empathetic responses and comprehensive solutions.
- Identify recurring issues and partner with Operations, Product, Engineering, Customer Success, Employer Support, and other teams to address root causes.
- Escalate bugs and edge cases and coordinate resolution of cross-functional workflow issues.
- Improve support processes, documentation, internal resources, and scalable workflows.
- Identify opportunities for automation.
Requirements
- 1–4 years of experience in customer support, healthcare or health technology services, or a similar member-facing role.
- Excellent written and verbal communication skills, including the ability to explain complex concepts clearly in high-stress situations.
- Ability to work effectively with Operations, Product, and Engineering teams.
- Ability to perform under pressure in a high-velocity environment.
- Based in or willing to relocate to the Tampa Bay Area.
Nice to Have
- Experience supporting health insurance, ICHRA, or complex financial or compliance products.
- Experience creating customer-facing resources such as help articles, videos, or templates.
- A track record of exceptional customer feedback and serving as a quality benchmark for peers.
Compensation
- Estimated compensation range: $85,000–$105,000 USD annually.
Skills
Customer Support, Healthcare, Health Technology, Health Insurance, Ichra, Customer Experience, Service-Level Agreements, Process Improvement, Technical Escalation, Documentation
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