Member Experience Specialist

Summary

Join Included Health as a Member Experience Specialist and play a crucial role in the Service Quality team. You will be responsible for navigating complex member escalations, assessing member satisfaction surveys, and collaborating with internal teams to provide positive outcomes for our members. This role involves monitoring case accuracy, reviewing member satisfaction data, creating action plans to address issues, and driving improvements through strategic contacts and internal collaboration. You will also be responsible for mentoring and training team members, providing support for complex scenarios, and collating member impact stories for various purposes.

Requirements

• Mastery of de-escalation techniques and customer service
• Competence with reading and cleaning data for analysis
• Create compelling visuals from data to tell a story
• Show initiative to identify and solve issues at scale
• Manage multiple priorities with strong decision-making ability
• Highly organized and able to work with minimal supervision
• Demonstrates high levels of emotional intelligence and empathy
• Prompt and regular attendance at assigned work location
• Ability to remain seated in a stationary position for prolonged periods
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required
• Ability to interact with leadership, employees, and members in an appropriate manner

Responsibilities

• Monitor case accuracy and data input for valid analysis
• Review MSAT data to identify trends in member satisfaction
• Maintain MSAT related dashboards and visuals to reflect up to date information
• Create action plans to address widespread issues raised by member feedback
• Drive improvements through developing strategic contacts and internal collaboration
• Work closely with internal teams and leaders to provide a single point of contact for complex or high profile member issues
• Draft Job Aids to support new initiatives
• Manage SOPs to reflect most current directives
• Mentor Member Experience Specialists for performance improvements
• Train new hires and assist in onboarding process
• Provide team support for complex scenarios and finding resolutions
• Collate member impact stories for newsletter, marketing and team impact as needed
• Support team morale through difficult cases and adversity

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off ("VTO") Per Year to Volunteer with Charitable Organizations