This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Support Specialist based in United States. This is a remote, customer-facing role supporting members who rely on digital healthcare services for ongoing care. You’ll serve as a trusted first point of contact across email, live chat, and phone. Your work will span eligibility, enrollment, billing, technical questions, and program logistics. You’ll own member issues from initial contact through resolution while coordinating with internal specialists when needed. The role also gives you an opportunity to turn recurring member feedback into improvements across teams and processes. You’ll work in a fast-paced, remote-first environment where thoughtful communication, sound judgment, and follow-through are highly valued. You’ll also use modern AI and support tools to work efficiently while preserving a genuinely human member experience. Accountabilities - Respond to member questions through email, live chat, and outbound phone, covering eligibility, enrollment, billing, program logistics, and technical troubleshooting. - Manage a high-volume support queue while meeting established goals for response times, first-contact resolution, quality, and member satisfaction. - Own member issues end-to-end, coordinating with Care, Implementation, Engineering, Client Success, or other internal teams when specialized support is required. - Follow up proactively to ensure issues are fully resolved and members receive clear, timely communication. - Identify recurring questions, friction points, and trends in member conversations and share insights with relevant internal teams to support continuous improvement. - Handle sensitive member information responsibly and in accordance with HIPAA requirements, privacy standards, and internal security policies. - Contribute to support resources, including response macros, help-center content, and internal playbooks.
- Partner with Implementation and Client Success teams during launches and open-enrollment periods when member volumes increase. - Use AI-powered tools to draft responses, summarize conversations, retrieve context, and improve support efficiency while applying appropriate human judgment. - Help improve support workflows and processes as the organization and member base continue to grow. Requirements - 1–3 years of experience in a customer-facing support environment, such as customer service, call center operations, help desk, member services, or a comparable role. - Experience in healthcare, digital health, technology, or another fast-paced environment is preferred. - Strong written and verbal communication skills, with the ability to communicate warmly and clearly while handling sensitive or frustrated customers. - Demonstrated ability to take ownership of customer issues, exercise sound judgment, and follow through until resolution. - Comfortable working across multiple software platforms and systems simultaneously, with the ability to learn new tools quickly. - Familiarity with AI-assisted workflows and the judgment to determine when AI can improve efficiency versus when a situation requires direct human attention. - Ability to work independently in a remote-first environment and adapt to evolving processes and priorities. - Availability to work U. S. business hours, with occasional evenings, weekends, or holidays depending on member volume and coverage requirements. - Genuine interest in supporting people navigating chronic health conditions and improving the member healthcare experience. - Experience working in a HIPAA-covered environment and understanding of appropriate handling of protected health information is a plus. - Experience with Zendesk, Freshdesk, Intercom, or similar customer support and live-chat platforms is advantageous.
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