Remote Health Tech Member Experience Advocate

Thatch Health; Tampa (FL); Hybrid; USD 85,000 - 105,000; Full time

Job summary

Thatch is hiring a Member Experience Specialist based in the Tampa Bay Area to support members as they access and navigate healthcare with confidence. You’ll be the human element of Thatch, serving as a trusted contact across the member journey.

You’ll educate new members on benefits, help resolve complex issues, and ensure our members feel supported in challenging moments. You'll also collaborate with Operations, Engineering, Customer Success, and Product to surface issues, improve workflows,

Qualifications

• 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
• Excellent written and verbal communication skills – you can break down complex concepts to new audiences and drive clarity in high stress situations
• Strong motivation to work at the intersection of health tech and fintech, supporting a highly complex product
• Ability to work effectively with Operations, Product, and Engineering teams to resolve customer issues and improve the customer experience
• Proven ability to perform under pressure – you can do great work while moving at a high velocity
• Based in or willing to relocate to the Tampa Bay Area

Responsibilities

• Provide high quality frontline support to members via email and phone channels, responding to questions and resolving issues related to benefits, insurance, and other core workflows supported by the Thatch platform
• Meet designated SLAs and success metrics that define our best-in-class support team
• Own support issues end-to-end, ensuring fast and empathetic responses and comprehensive solutions
• Identify recurring issues and partner with cross-functional teams to address root causes
• Help improve internal processes, support documentation, and team resources that drive the Member Support team’s internal efficiency and member experience outcomes
• Coordinate with Employer Support and other Operations teams on issues that touch cross-functional workflows

Skills

Customer support

Communication skills

Healthcare knowledge

Problem solving

Job description

Thatch is hiring a Member Experience Specialist based in the Tampa Bay Area to support members as they access and navigate healthcare with confidence. You’ll be the human element of Thatch, serving as a trusted contact across the member journey.

You’ll educate new members on benefits, help resolve complex issues, and ensure our members feel supported in challenging moments. You'll also collaborate with Operations, Engineering, Customer Success, and Product to surface issues, improve workflows,