Member Experience Specialist

Job Summary

Member Experience Specialists serve as the main point of contact for our members throughout each point in their recovery journey. They are compassionate, accurate, and data-oriented. They are change agents who go the extra mile because they know what a difference each day is making in the life of those they help.

Core Responsibilities

• Go above and beyond to provide world-class member experience to individuals interested in signing up for Workit Health’s program, and throughout member’s journeys at Workit Health.
  • Respond promptly and professionally to customer inquiries via phone, email, or chat.
  • Resolve basic member issues and escalate more complex concerns to higher-level support staff as needed
• Help to facilitate each member’s journey, and accurately and efficiently communicate with members through a variety of channels as they navigate our program.
  • Provide accurate information about our program, services, and policies.
  • Follow established procedures to ensure a consistent member experience
• Educate potential members on the value of Workit Health’s program and facilitate their enrollment.
• Educate our current members on how to navigate the Workit Health program, and be ready to help troubleshoot through any barriers and identify areas to increase engagement.
• Communicate and provide support to members over chat, email, and phone in a professional way that embodies the company mission and values.
• Be accountable for specific metrics related to productivity, member engagement, and member satisfaction
  • Achieve individual and team performance goals
• Serve as an expert for member experience across the member’s journey, with a deep understanding of our program and the Workit Health app.

Qualifications

• High school diploma or GED
• Experience in a customer service role
• Familiarity with remote work and the ability to work autonomously are highly preferred
• Proficiency in written and verbal communications (chat, email, and phone calls)
• Ability to build rapport and trust with patients and team members