Member Experience Specialist

Summary

Join Homeward in revolutionizing healthcare access for rural communities! As a Member Experience Specialist, you'll be the primary point of contact for our members, providing exceptional support and ensuring a seamless healthcare journey. You will handle inbound and outbound communication, addressing member inquiries, coordinating with internal teams, and proactively identifying care gaps. This role requires strong customer service skills, empathy, and experience in healthcare or a related field. Homeward offers a competitive salary, comprehensive benefits, and a flexible work arrangement. We are committed to improving health equity and welcome individuals passionate about making a positive impact.

Requirements

• 2+ years of experience in customer service, healthcare support, or related field; experience with Medicare Advantage or healthcare services a plus
• Strong communication and interpersonal skills, with the ability to build trust and rapport with members from diverse backgrounds
• Empathy, patience, and a strong commitment to improving the health and wellbeing of rural populations
• Ability to navigate and utilize digital tools, including contact center tools and healthcare software
• Strong problem-solving skills, with a proactive approach to addressing member concerns
• Exceptional communication skills to support work with different cross-functionally across the organization
• Self-motivated, organized, and comfortable working in a remote environment

Responsibilities

• Answer inbound calls, emails, and texts from Homeward members, resolving concerns or requests efficiently and effectively
• Assist members with medical records requests, billing inquiries, appointment scheduling and rescheduling
• Act as a liaison between members and internal teams such as Care Navigators, RNs and Providers, and Billing to ensure seamless support and continuity of care
• Conduct outbound calls to check in with members and assess their needs to determine how Homeward can assist
• Proactively identify gaps in members' care plan adherence and engage them via phone to address these issues
• Accurately document member interactions to ensure up-to-date information is accessible to the entire team
• Provide feedback and actionable insights to management to enhance member experience and satisfaction
• Meet KPIs including: issue resolution rate, time to resolution, appointment scheduling rate, and customer satisfaction scores

Benefits

• Competitive salary, equity grant, unlimited PTO
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Company-sponsored 401k plan
• Flexible working arrangement
• Annual bonus
• Stock options