Member Experience Specialist

Summary

Join Homeward in addressing healthcare inequities in rural America! As a Member Experience Specialist, you will be the primary point of contact for members, resolving their questions and concerns. You will act as a liaison between members and internal teams, ensuring seamless support and care. This role requires strong customer service skills, empathy, and the ability to utilize digital tools. You will proactively identify gaps in care and engage members to address them, while accurately documenting interactions. The position offers a competitive salary, benefits, and the opportunity to make a significant positive impact on rural communities. Homeward is committed to providing high-quality healthcare and fostering a supportive work environment.

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

• Medical, dental, and vision insurance with 100% of monthly premium covered for employees
• Competitive salary and possible equity grant
• Supplemental performance bonus opportunities
• Relocation and travel reimbursement
• Loan repayment support
• Company-sponsored 401k plan + match
• Generous paid time off
• Comprehensive training provided