Patient (Member) Success Specialist - Bilingual - Orlando

PeopleOne Health, Inc.; Orlando (FL); Remote; USD 40,000 - 60,000; Full time

Job summary

PeopleOne Health is seeking a Patient Success Specialist to enhance member experiences in a personalized and engaging manner. This role focuses on guiding members through their healthcare journeys, ensuring they receive tailored support and advocacy. Join a mission-driven team committed to transforming healthcare into a member-centric experience.

Qualifications

• Health coaching, motivational interviewing or behavioral change experience required.
• High school diploma or equivalent required.
• Experience in customer service, healthcare, or hospitality preferred.

Responsibilities

• Welcome new members and guide them through enrollment.
• Initiate regular check-ins to address needs and concerns.
• Assist members in navigating their healthcare benefits.

Skills

Customer service

Relationship building

Communication

Problem-solving

Fluency in Spanish

Fluency in English

Education

High school diploma

Associate or Bachelor’s degree in healthcare

Tools

eCW

Zendesk

Job description

Description

ABOUT PEOPLEONE HEALTH:
PeopleOne Health is one of the fastest-growing providers of value-based primary care and has earned one of the top customer satisfaction ratings of any company in the world. We deliver exceptional healthcare that reduces costs and significantly improves health outcomes by focusing on preventive care, behavior change, and keeping people healthier.

Google Ventures, our lead investor, said, "PeopleOne Health has the chance to be an amazing, generational company to serve the population.” Join our mission-driven team to shape the future of healthcare, while living our motto: Care for yourself; care for each other; care for our members. Learn more about us here.

JOB SUMMARY:

As a Patient (Member) Success Specialist at PeopleOne Health, you are more than a point of contact—you are a trusted guide and advocate in our members' healthcare journeys. Inspired by hospitality excellence, this role is designed to create memorable, personalized experiences that foster trust, loyalty, and long-term engagement.

You will serve as the primary liaison for new and existing members, ensuring they feel valued, understood, and supported at every stage of their healthcare experience. From pre-enrollment to proactive outreach, your efforts will directly impact member satisfaction, retention and the overall success of our member relationships. This role is generally the first point of contact that our new members have with us, so the impression we leave matters!

At PeopleOne Health, we are committed to transforming healthcare into a personalized, member-centric experience. As a Patient (Member) Success Specialist, you will play a pivotal role in shaping a new standard of care that prioritizes trust, engagement, and improved health outcomes.

SUPERVISORY RESPONSIBILITIES:

This position provides supervision to others: No

ESSENTIAL JOB FUNCTIONS:

• Personalized Onboarding & Enrollment: Welcome new members with warmth and clarity, guiding them through the enrollment process and introducing them to the full spectrum of their health care experience.
• Proactive Engagement: Initiate regular check-ins to understand members' needs, address concerns, and provide tailored resources that enhance their healthcare experience.
• Trust-Building Communication: Utilize empathetic listening and clear communication to establish strong, trusting relationships, ensuring members feel heard and valued.
• Health Navigation Support: Assist members in understanding and accessing their exclusive member benefits, scheduling appointments, and connecting with appropriate care providers, ensuring a seamless healthcare journey.
• Advocacy & Problem Resolution: Act as a dedicated advocate for members, swiftly addressing any issues or barriers they encounter, and collaborating with internal teams to implement effective solutions.
• Feedback Integration: Collect and relay member feedback to inform continuous improvement initiatives, contributing to the evolution of services and processes that better meet member needs.
• Motivational Guidance: Motivate and guide members to take advantage of all the programs and offerings in their membership to increase engagement across all PeopleOne Health solutions.
• Bite Size Coaching: Leverage expertise in coaching or motivational interviewing during member interactions to support and foster sustainable behavioral change and progress toward personalized healthy lifestyle goals integrated with both our clinical team and tech platform.
• Community Building: Foster a sense of community among members by promoting engagement in clinical programs, educational resources, and our member portal community.

Requirements

SKILLS & EXPERIENCE:

• Proven experience in customer service, hospitality, or healthcare settings, with a strong emphasis on relationship-building and personalized care.
• Exceptional communication skills, both verbal and written, with the ability to convey information clearly and empathetically.
• Strong problem-solving abilities and a proactive approach to addressing member needs.
• Ability to work collaboratively within a team and across departments to enhance the member experience.
• Familiarity with healthcare benefits, enrollment processes, and patient navigation is preferred.
• Fluency in Spanish and English with strong verbal and written communication skills in both languages required
• eCW experience is a plus
• Zendesk experience is a plus

EDUCATION & CERTIFICATIONS :

• Health coaching, motivational interviewing or behavioral change experience required
• High school diploma or equivalent required
• Associate or Bachelor’s degree in a healthcare related field preferred

PHYSICAL REQUIREMENTS: (The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.)

• While performing the duties of this position, the employee is regularly required to talk or hear
• The employee is occasionally required to stand; walk; sit; and reach with hands and arms
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus
• This is a remote position with occasional travel required to PeopleOne Health offices and onsite client events
• Must occasionally lift and/or move up to 20 pounds
• Must be able to stand for extended periods during events or onsite engagements as needed

AN EQUAL OPPORTUNITY EMPLOYER: We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. We intend that all qualified applicants are given equal opportunity, and that selection decisions be based on job-related factors.