Member Support Specialist
New
J
JobgetherDigital healthcare
Remote work from within the United States., U.S. business hours, with occasional evenings, weekends, or holidays depending on member volume and coverage requirements.Full-TimeJunior
SalaryHourly base compensation of $22–$26 USD, depending on directly relevant skills and experience.
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Job Details
- Languages
- Spanish/English bilingual communication skills are a plus.
- Experience
- 1–3 years of experience in a customer-facing support environment
- Required Skills
- ZendeskHIPAACustomer support
Requirements
- Have 1–3 years of experience in a customer-facing support environment, such as customer service, call center operations, help desk, or member services.
- Communicate clearly and warmly in writing and verbally, including when assisting sensitive or frustrated customers.
- Demonstrate ownership, sound judgment, and follow-through in resolving customer issues.
- Be comfortable working across multiple software platforms and systems simultaneously and learning new tools quickly.
- Be familiar with AI-assisted workflows and use judgment about when AI is appropriate versus when direct human attention is needed.
- Be able to work independently in a remote-first environment and adapt to changing processes and priorities.
- Be available to work U.S. business hours, with occasional evenings, weekends, or holidays depending on member volume and coverage requirements.
- Experience in healthcare, digital health, technology, or another fast-paced environment is preferred.
- Experience in a HIPAA-covered environment and understanding of protected health information handling is a plus.
- Experience with Zendesk, Freshdesk, Intercom, or similar customer support and live-chat platforms is advantageous.
- Familiarity with Notion, Slack, Google Workspace, or Claude is helpful.
- Spanish/English bilingual communication skills are a plus.
- Experience supporting customers or members in a B2B2C or benefits-focused environment is an advantage.
Responsibilities
- Respond to member questions through email, live chat, and outbound phone about eligibility, enrollment, billing, program logistics, and technical troubleshooting.
- Manage a high-volume support queue while meeting goals for response times, first-contact resolution, quality, and member satisfaction.
- Own member issues from initial contact through resolution, coordinating with internal teams when specialized support is required.
- Follow up proactively so issues are fully resolved and members receive clear, timely communication.
- Identify recurring questions, friction points, and trends in member conversations and share insights with relevant teams.
- Handle sensitive member information in accordance with HIPAA requirements, privacy standards, and internal security policies.
- Contribute to response macros, help-center content, and internal playbooks.
- Partner with Implementation and Client Success teams during launches and open-enrollment periods.
- Use AI-powered tools to draft responses, summarize conversations, retrieve context, and improve support efficiency while applying human judgment.
- Help improve support workflows and processes as the organization and member base grow.
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