Member Experience Specialist

Planstin Administration, Inc.; Utah; On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid holidays

Paid time off

Health/dental/vision/accident保险

Free Primestin Care Clinic membership

4% 401k match

Free snacks and onsite lunches

Job summary

Planstin Administration, Inc. in Southern Utah seeks a dedicated Member Support Associate to guide members through their healthcare journey.

You’ll be the primary contact, answering questions and ensuring issues are resolved with a high-touch, personalized service. You’ll coordinate with internal and partner teams via Microsoft Teams, maintain detailed records, and help drive engagement from initial contact through ongoing support.

Qualifications

• Experience in customer service, member support, or a related role, preferably in a fast-paced environment.
• Strong communication skills, both verbal and written, with the ability to clearly explain information and build trust.
• Demonstrated ability to problem-solve at the root level and navigate complex situations.
• Comfortable working across multiple systems and communication platforms (e.g., Microsoft Teams).
• Highly organized with the ability to manage multiple conversations and follow-ups simultaneously.
• Ability to adapt and perform effectively in a dynamic, evolving environment.
• Mission-driven with a strong “member-first” mindset.
• Interest in building a long-term career with Planstin.
• Calm, empathetic, and solution-focused under pressure.

Responsibilities

• Conduct proactive outreach to leads using a structured follow-up approach (email, text, and phone calls) to drive engagement and conversion
• Serve as a primary point of contact for members, providing ongoing support and follow-up as needed
• Answer member questions and guide (“shepherd”) them through their membership, services, and available resources
• Coordinate with internal and partner teams via Microsoft Teams to resolve member needs
• Identify and address member issues with a solution-oriented mindset, ensuring timely and effective resolution
• Maintain accurate and detailed documentation of member interactions and updates within internal systems
• Escalate complex issues appropriately while maintaining ownership of the member experience
• Support a seamless, high-touch member journey from initial contact through ongoing engagement

Skills

Customer service

Communication

Problem solving

Organization

Adaptability

Member-first mindset

Tools

Microsoft Teams

Job description

Planstin Administration, Inc. in Southern Utah seeks a dedicated Member Support Associate to guide members through their healthcare journey.

You’ll be the primary contact, answering questions and ensuring issues are resolved with a high-touch, personalized service. You’ll coordinate with internal and partner teams via Microsoft Teams, maintain detailed records, and help drive engagement from initial contact through ongoing support.