Member Experience Pro: Healthcare Support & Impact

Openkrill; United States; Remote; USD 85.000 - 105.000; Vollzeit

Zusammenfassung

Thatch is hiring a Member Experience Specialist in the Tampa Bay Area to support members as they navigate their healthcare with confidence. You’ll be the human element, educating new members on benefits and resolving complex problems across the member journey.

You’ll own issues end-to-end, meet SLAs, surface patterns, and partner with Operations, Engineering, Customer Success, and Product to drive improvements.

Qualifikationen

• Excellent written and verbal communication suitable for diverse audiences.
• 1–4 years in customer support, healthcare, or health-tech settings.
• Interest at health tech and fintech intersections with a complex product.
• Ability to work with Operations, Product, and Engineering to resolve issues.
• Proven ability to perform under pressure while maintaining quality.
• Based in or willing to relocate to the Tampa Bay Area.

Aufgaben

• Provide high quality frontline support to members via email and phone for benefits, insurance, and core workflows.
• Meet SLAs and success metrics for our support team.
• Own support issues end-to-end with fast, empathetic responses and lasting solutions.
• Identify recurring issues and partner with cross-functional teams to address root causes.
• Improve internal processes, support documentation, and team resources for efficiency.
• Coordinate with Employer Support and Operations on cross-functional workflows.

Kenntnisse

Communication skills

Customer support

Healthcare experience

Cross-functional collaboration

Handling high velocity work

Relocation to Tampa Bay Area

Jobbeschreibung

Thatch is hiring a Member Experience Specialist in the Tampa Bay Area to support members as they navigate their healthcare with confidence. You’ll be the human element, educating new members on benefits and resolving complex problems across the member journey.

You’ll own issues end-to-end, meet SLAs, surface patterns, and partner with Operations, Engineering, Customer Success, and Product to drive improvements.