Member Experience Specialist

1-3 years of experience in healthcare support, customer success, or another patient-facing role Telehealth experience preferred Strong communication skills, with an ability to connect effectively with older adult populations (65+) Comfortable with technology and able to quickly learn new software Experience with Salesforce, EHR, or CRM systems are a plus Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment Empathetic, patient-focused, and passionate about improving healthcare access and outcomes Sales or Retention Experience (nice to have) Objection Handling Skills (nice to have) Experience with Older Adult Populations (65+) (nice to have) Motivational Communication (nice to have) Problem-Solving Mindset (nice to have) Healthcare or Insurance Knowledge (nice to have) Confidentiality and understanding of HIPAA (nice to have)

Welcome new patients and confirm delivery of care packages and equipment. Facilitate initial telehealth visits and conduct care package walkthroughs. Guide patients through device setup and navigation of the Carda Health app. Provide clear instructions and ongoing support for technology and program participation. Manage check-in and check-out processes for telehealth appointments. Coordinate with providers and internal teams for smooth appointment flow and follow-up. Serve as frontline support, answering questions and resolving issues with empathy. Keep patients engaged, motivated, and informed throughout their care journey. Accurately document all patient interactions in Salesforce and related systems. Track care package deliveries, referrals, and enrollment statuses. Collaborate with clinical, growth, and operations teams to address patient needs and improve workflows.