Member Experience Specialist

workithealth; United States; Remote; USD 26,000 - 36,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Job summary

workithealth is seeking a Customer Experience Specialist to support members in a remote care program. You will respond to inquiries via phone, email, and chat, explain services, and guide members through enrollment and ongoing care.

The role emphasizes clear communication, empathetic assistance, and adherence to processes. Remote work is supported with standard Pacific time hours.

Qualifications

• High school diploma or GED.
• Experience in a customer service role.
• Clear written and verbal communication skills for phone, email, and chat.
• Ability to build rapport and trust with members and teammates.

Responsibilities

• Respond promptly and professionally to member questions through phone, email, and chat.
• Explain program services, policies, and how to use the related app, helping prospective members understand enrollment and current members navigate their care journey.
• Resolve routine issues, identify barriers to participation, and refer complex concerns to the appropriate support staff.
• Communicate clearly and consistently while following established procedures across member interactions.
• Build rapport and trust with members and colleagues, providing respectful support throughout the member experience.
• Track individual and team performance goals, including measures related to productivity, engagement, and member satisfaction.

Skills

Customer service

Clear communication

Rapport building

Time management

Education

High school diploma or GED

Job description

Role overview

The Member Experience Specialist supports people considering or participating in a remote care program, serving as a dependable point of contact throughout their enrollment and ongoing engagement. The work combines compassionate customer service with accurate guidance, practical troubleshooting, and careful attention to productivity, engagement, and satisfaction measures.

Responsibilities

• Respond promptly and professionally to member questions through phone, email, and chat.
• Explain program services, policies, and how to use the related app, helping prospective members understand enrollment and current members navigate their care journey.
• Resolve routine issues, identify barriers to participation, and refer complex concerns to the appropriate support staff.
• Communicate clearly and consistently while following established procedures across member interactions.
• Build rapport and trust with members and colleagues, providing respectful support throughout the member experience.
• Track individual and team performance goals, including measures related to productivity, engagement, and member satisfaction.

Requirements

• High school diploma or GED.
• Experience in a customer service role.
• Clear written and verbal communication skills for phone, email, and chat.
• Ability to build rapport and trust with members and teammates.

Nice to have

Familiarity with remote work and the ability to work independently are preferred.

Benefits and work setup

The position is remote, with stated hours of 9:30 a.m. to 6:00 p.m. Pacific time. The listed pay is $22.50 per hour. The care model described combines telemedicine, licensed clinicians, medication, online groups, therapeutic courses, and support for co-occurring conditions.