Senior Member Navigator

Summary

Join FOLX Health as a Senior Member Navigator (Labs) and become an integral part of our care team, supporting members throughout their healthcare journey. You will remove non-clinical barriers to care, identify resources, and help members navigate the healthcare system. Responsibilities include providing exceptional support, responding to member inquiries via Zendesk, assisting with complex lab cases, managing daily operations with Quest, identifying training opportunities, and collaborating with leadership. You will also train new team members and contribute to process improvements. This role requires strong communication and writing skills, experience with Zendesk and Athena, and a commitment to exceptional member experiences. The position is scheduled to work Monday-Friday.

Requirements

• 3-5 years of experience directly supporting customers/members, ideally in digital health
• Strong communication and writing skills
• Experience with Zendesk or similar ticketing system/CRM
• Experience with Athena or similar EMR
• Commitment to continuously creating an exceptional experience for our members

Responsibilities

• Provide a phenomenal support experience in every interaction with FOLX members
• Respond to member inquiries via ZenDesk support tickets in accordance with our most up-to-date policies, procedures, and expected response times
• Assist Member Navigators and Member Advocates with complex lab cases that require escalation; Act as the go-to example for best practices
• Manage daily operations with Quest, in partnership with Member Operations leadership
• Continuously identify knowledge gaps and training opportunities, and create corresponding documentation
• Assist in training new Member Navigators and Member Advocates
• Collaborate with leadership and partner teams by sharing insights you gather from member interactions and vendor management; Identify trends, risks, and opportunities and propose solutions for process improvements that enhance the member experience and create efficiencies for the team
• Learn new tools as needed to help deliver ongoing value to members
• Partner with the Senior Manager of Member Operations on new initiatives as assigned
• Complete other duties as assigned

Preferred Qualifications

Experience as a team lead (individual contributor or manager) a plus

Benefits

• Salary: $65,000 - $75,000
• #LI-Remote