Member Support Associate Temp
New
T
Twin HealthDigital health
Location: Remote, USA, Tuesday-Saturday, 10:30am-7pm CSTTemporaryEntry
Salary$21.00-$24.00 hourly
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Job Details
- Languages
- Fluent in English and Spanish preferred
- Experience
- 2+ years of experience in customer facing roles
- Required Skills
- Customer support
Requirements
- Complete a post-secondary program.
- Have 2+ years of experience in customer-facing roles.
- Bring experience in a high-volume, queue-based contact center environment, managing back-to-back interactions across phone, video, and chat.
- Resolve technical issues in real time while delivering empathetic, high-quality member experiences and meeting SLAs.
- Communicate clearly and confidently, including when handling challenging conversations.
- Organize and prioritize work, adapt quickly, and consistently meet productivity and quality targets.
- Work collaboratively and maintain a focus on member success.
- Have a measurable track record of member satisfaction and understanding of NPS.
- Fluency in English and Spanish preferred.
- Healthcare experience preferred.
Responsibilities
- Conduct Sensor Activation visits with new members and ensure required sensors connect successfully.
- Support a continuous flow of scheduled, member-facing visits while maintaining quality and consistency.
- Engage with members via video and phone, providing real-time support in a high-volume, queue-based environment.
- Handle back-to-back interactions across phone, video, and chat channels.
- Troubleshoot technical issues while delivering empathetic member experiences.
- Document interactions accurately and in real time across systems and teams.
- Manage and resolve support cases within a ticketing system.
- Prioritize and triage inbound inquiries based on urgency and impact.
- Meet SLAs and performance metrics, including first response time, resolution rate, and customer satisfaction.
- Collaborate with other teams to escalate and resolve complex issues.
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