Member Support Coordinator

Summary

Join us in revolutionizing healthcare and building the most impactful digital health company in the world! The Member Support Coordinator will play a crucial role in day-to-day operations, enhancing the efficiency of our healthcare services by supporting care team members, assisting members with their needs, and ensuring adherence to internal processes and protocols.

Requirements

• A bachelor's degree in healthcare, business, or a related field is preferred
• 1-2 years of experience in healthcare operations, preferably in remote work environments
• Strong communication skills, both verbal and written
• Excellent organizational skills and attention to detail
• Ability to work collaboratively in a team-oriented environment
• Proficiency in basic computer applications, including Google Suites, Zendesk, and Salesforce
• A positive attitude, with a willingness to learn and adapt to new processes

Responsibilities

• Act as a primary point of contact for internal care teams and members, promptly addressing inquiries and concerns, particularly around coverage continuity (e.g., managing transitions related to loss of coverage)
• Offer real-time, proactive member assistance through multiple channels, including phone, email, and secure messaging
• Cross-Departmental Collaboration and Process Improvement: Assist in the design, implementation, and monitoring of internal processes and protocols to enhance service delivery and member satisfaction
• Identify gaps and opportunities within current workflows, providing actionable insights to refine operations and strengthen member engagement
• Collaborate with key stakeholders from departments such as Eligibility, Member Services, and Clinical Operations to drive efficient, member-centered service delivery
• Facilitate coordinated efforts to resolve escalated cases and streamline the transition points across member touchpoints
• Data and Documentation Management: Ensure accurate, timely documentation of member interactions, care team communications, and protocol updates in relevant databases and systems
• Regularly audit records to uphold data integrity and support a continuous improvement approach to member and care team coordination
• Resource Creation & Distribution: Aid in the creation and distribution of care team job aides and resources, to empower members and foster a supportive service experience
• Engage actively in team meetings and feedback sessions, offering constructive feedback and proposing innovative solutions to refine processes, elevate member satisfaction, and improve operational efficiency
• Serve as a point of contact for internal care teams and members, addressing their inquiries and concerns related to continued coverage (i.e. loss of coverage)
• Support the implementation of internal processes and protocols to improve service delivery and member satisfaction
• Maintain accurate records of member interactions, care team communications, and internal process updates in our database
• Collaborate with various departments to ensure smooth operation and effective service delivery to members
• Participate in training and development programs to enhance knowledge of healthcare services and company policies
• Help create and distribute member resources, guides, and informational materials
• Engage in team meetings to provide feedback and suggestions for process improvements

Benefits

• Competitive compensation package in line with leading technology companies
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan