Member Operations Analyst

Summary

Join Garner, a rapidly growing healthcare company, as a Member Operations Analyst and be the face of our new product for users. You will provide front-line support, guiding members through their healthcare benefits via phone, chat, and email. This role demands excellent service, adaptability, and attention to detail, requiring you to balance professionalism and empathy while interpreting complex benefit information. You will report to the VP of Product and collaborate with a cross-functional team. The position is fully remote, working Monday-Friday, 9 AM to 5 PM ET. Garner offers a unique culture focused on teamwork, trust, and individual growth, making this an exceptional career opportunity.

Requirements

• A minimum of 2 years relevant experience with increasing levels of responsibility in a customer support or operations role
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• A desire to work in a rapidly evolving startup environment
• A high level of process-orientation, digital organization, and resourcefulness
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• Experience working in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the U.S. healthcare system

Responsibilities

• Deliver exceptional service to our members on complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• In partnership with the VP of Product, define what a great member experience looks like for this new product, and iterating as we learn more about our clients and members
• Answer detailed process questions by team members and ensuring all issues are resolved in a timely manner
• Identify, plan, and implement improvement initiatives to improve the member experience
• Relay member feedback to product and operations teams to improve Garner’s solution
• Maintain detail-oriented working knowledge of employer health benefits and insurance
• Be a subject matter expert in member-facing issues

Benefits

• Flexible PTO
• Medical/Dental/Vision plan options
• 401(k)
• Teladoc Health