Member Operations Analyst

Garner Health; United States; Remote; USD 65,000 - 80,000; Full time

Job summary

Garner Health is seeking a Member Operations Analyst to enhance user experience for a new product. The role involves providing superior support for members, engaging through various communication channels while navigating the complexities of healthcare benefits. Candidates should possess strong problem-solving skills and the ability to thrive in a startup environment.

Benefits

Flexible PTO

Medical/Dental/Vision plan options

401(k)

Equity incentive plan

Qualifications

• A minimum of 2 years relevant experience with increasing responsibility in a customer support or operations role.
• Ability to think creatively and empathetically while staying calm under pressure.
• Experience in a rapidly evolving startup environment.

Responsibilities

• Deliver exceptional service to members, assisting with healthcare benefit understanding.
• Define great member experience in partnership with the VP of Product and iterate based on feedback.
• Answer detailed process questions and ensure timely issue resolution.

Skills

Customer support

Problem-solving

Empathy

Attention to detail

Job description

Healthcare quality is declining and soaring costs are crushing American families and businesses. At Garner, we’ve developed a revolutionary approach to evaluating doctor performance and a unique incentive model that's reshaping the healthcare economy to ensure everyone can afford high quality care. By providing organizations relief from surging healthcare costs, we've experienced rapid adoption in the market and have more than doubled our revenue annually over the last 5 years, becoming the fastest growing company in our space. To support our continued growth, we're expanding our team by over 50% each year, seeking exceptional talent to shape our unique, award winning culture (for example, USA Today Top Workplaces 2025) designed to cultivate teamwork, trust, autonomy, exceptional results, and individual growth that creates an inflection point in your career.

About the role:

We are seeking a Member Operations Analyst to be the face of Garner for users of a new product. In this role, you will serve as the front line of support for our members, acting as a trusted guide in helping them understand and navigate their healthcare benefits. You’ll engage directly with members through phone, chat, and email to help them access the highest-quality care at the lowest possible cost.

This role requires more than just excellent service — we’re looking for someone who can thrive in an evolving environment and is comfortable with complexity. You’ll need to balance professionalism and empathy with strong attention to detail and the ability to interpret nuanced benefit information.

This role will report directly to the VP of Product and will be part of a cross-functional team of operators, account managers, and product developers working to bring a new product to market.

We are currently looking for candidates who can work Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.This position is fully remote.

What you will do:

• Deliver exceptional service to our members on complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• In partnership with the VP of Product, define what a great member experience looks like for this new product, and iterating as we learn more about our clients and members
• Answer detailed process questions by team members and ensuring all issues are resolved in a timely manner
• Identify, plan, and implement improvement initiatives to improve the member experience
• Relay member feedback to product and operations teams to improve Garner’s solution
• Maintain detail-oriented working knowledge of employer health benefits and insurance
• Be a subject matter expert in member-facing issues

What you will bring to the team:

• A minimum of 2 years relevant experience with increasing levels of responsibility in a customer support or operations role
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• A desire to work in a rapidly evolving startup environment
• A high level of process-orientation, digital organization, and resourcefulness
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• Experience working in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the U.S. healthcare system

Compensation Transparency:

The base salary range for this position is $65,000 - $80,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.

Fraud and Security Notice:

Please be aware of recent job scam attempts. Our recruiters use getgarner.com email domain exclusively. If you have been contacted by someone claiming to be a Garner recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to [e-mail].

Equal Employment Opportunity: Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail].