Member Experience Specialist
New
J
JobgetherHealth Technology
Based in, or willing to relocate to, the Tampa Bay Area.Full-TimeMiddle
Salary85,000 - 105,000 USD per year
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Job Details
- Experience
- 1–4 years
- Required Skills
- DocumentationProcess improvementCustomer support
Requirements
- 1–4 years of experience in customer support, healthcare, health technology, or another comparable member-facing environment.
- Excellent written and verbal communication skills, with the ability to explain complex topics clearly and create confidence during high-pressure interactions.
- Strong customer-service orientation with demonstrated empathy, sound judgment, and a commitment to resolving issues thoroughly.
- Ability to work effectively in a fast-moving environment while maintaining accuracy, organization, and a high level of service.
- Strong interest in the intersection of healthcare technology and financial technology, particularly products involving complex benefits or workflows.
- Demonstrated ability to collaborate with Operations, Product, Engineering, and other cross-functional teams to solve customer problems.
- Ability to identify patterns and think beyond individual support cases to understand and address underlying causes.
- Comfortable taking ownership of ambiguous or complex problems and proactively driving them toward resolution.
- Experience supporting health insurance, ICHRA, or complex financial or compliance-related products is particularly valuable.
- Experience creating customer-facing resources such as help-center articles, videos, templates, or educational materials is a plus.
- A track record of receiving exceptional customer feedback or serving as a quality benchmark for peers is highly valued.
- Based in, or willing to relocate to, the Tampa Bay Area.
Responsibilities
- Provide high-quality frontline member support through email and phone, addressing questions and resolving issues related to benefits, insurance, and core platform workflows.
- Own member issues end-to-end, delivering timely, empathetic, accurate, and comprehensive resolutions.
- Meet established service-level agreements and performance metrics while maintaining a consistently high standard of member care.
- Explain complex healthcare, insurance, benefits, and financial concepts clearly to members, particularly during stressful or sensitive situations.
- Identify recurring issues, unusual cases, product gaps, and potential bugs, escalating them to the appropriate teams and helping drive effective resolutions.
- Partner with Operations, Product, Engineering, Customer Success, Employer Support, and other teams to resolve cross-functional member issues and prevent recurring problems.
- Identify root causes behind support trends and contribute insights that can improve products, processes, and the broader member experience.
- Help develop and maintain customer-facing and internal resources, including help articles, templates, documentation, and other support materials.
- Contribute to scalable support workflows and operational improvements that increase team efficiency and reduce avoidable support volume.
- Identify opportunities for automation and process enhancement as the support organization and platform continue to evolve.
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