Member Experience Representative

Responsibilities

• Handle inbound patient calls as your primary responsibility — you will be on the phones the majority of your shift
• Answer questions about prescriptions, refills, subscriptions, appointments, and account status clearly and accurately
• Follow up via our secure patient portal after calls when written documentation or provider coordination is needed
• Document patient interactions accurately in our systems after each call
• Escalate complex or clinical issues to the appropriate team per established protocols
• Maintain Mochi's quality, HIPAA compliance, and patient safety standards at all times

Requirements

• 1+ years of experience in a call center, phone support, or patient-facing customer service role
• Confident, warm, and clear on the phone — patients trust you quickly
• Organized and able to manage follow-up tasks across multiple patient interactions
• Reliable internet connection (minimum 25 Mbps), quiet workspace, and a headset with microphone
• Located in Texas — this role is remote but we are hiring in this state only at this time
• Weekend availability is strongly preferred

Nice-to-Haves

• Telehealth or healthcare experience is a strong plus
• Spanish and English fluency is preferred — bilingual candidates will be prioritized and compensated at the higher end of our range

Compensation

• Hourly Rate: English only $15/hr; Bilingual (English/Spanish) $17/hr
• Variable hourly Performance Bonus: Top performers can expect to make ~$20-25/hr
• Part-time (~24 hours/week)