Member Support Coordinator

Summary

Join Marigold Health as a Member Support Coordinator and play a vital role in supporting members and staff. You will handle member inquiries through various channels, provide Tier 1 IT troubleshooting, manage community feedback, and assist the enrollment team. This role requires excellent communication and problem-solving skills, along with experience in customer support or a related field. The ideal candidate is empathetic and detail-oriented, thriving in a fast-paced environment. Marigold Health offers a comprehensive benefits package, including health insurance, paid time off, and a wellness stipend. This is a full-time, hourly position with two shift options.

Requirements

• High school diploma or equivalent
• 3-5 years of experience in customer support, IT support, or a related role
• Excellent written and verbal communication skills
• Basic technical troubleshooting skills for mobile apps and web platforms
• Strong organizational skills and attention to detail
• Ability to handle sensitive situations with empathy and professionalism

Responsibilities

• Respond to member inquiries via in-app chat, text, email and phone, providing timely and accurate information about Marigold or member specific requests
• Assist members with app navigation, account management, and general questions about services
• Escalate complex member concerns to appropriate teams when necessary
• Provide basic technical support to members and staff, including troubleshooting login issues, app functionality, and connectivity problems
• Document and escalate unresolved technical issues to the IT team
• Monitor and respond to community feedback, ensuring member concerns and suggestions are documented
• Assist in identifying and managing violations of community standards, including investigating incidents and applying appropriate resolutions
• Occasionally assist the enrollment team with back-office tasks, such as data entry, eligibility verification, submitting authorizations for insurance and follow-up communications
• Ensure enrollment processes are completed accurately and in a timely manner
• Maintain detailed records of member interactions, IT troubleshooting, and community management activities
• Collaborate with cross-functional teams to improve processes and enhance the member experience

Preferred Qualifications

• Experience in behavioral health, peer support, or healthcare settings
• Familiarity with community management or moderating online platforms
• Proficiency in using support tools such as Zendesk, or similar systems

Benefits

• Accrual of 20 days of PTO
• 9 days of sick time
• 8 paid company holidays and 2 floating holidays
• Company-paid health insurance premiums and 65% coverage of premiums for any dependents
• Dependent care and healthcare FSAs
• Access to a 401k
• Quarterly wellness stipend of $250