# Member Experience Representative

**Company:** [Mochi Health](https://hotfix.jobs/companies/mochi-health)
**Location:** Remote
**Role:** Customer Support
**Salary:** $31k – $52k/yr
**Experience:** 1+ years
**Skills:** customer service, phone support, HIPAA, patient portal, call center, bilingual spanish
**Posted:** 2026-07-16

> Part-time remote Member Experience Representative handling inbound patient calls for a telehealth company. Primary duties include answering questions on prescriptions and appointments, documenting interactions, and escalating issues while maintaining HIPAA compliance. Requires 1+ years customer service experience; bilingual Spanish preferred.

## Job Description

## 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)

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