Member Experience Specialist

About the role

Location: Remote

Reports to: Member Experience Manager

Job Summary

Member Experience Specialists serve as the main point of contact for our members throughout each point in their recovery journey. They are compassionate, accurate, and data-oriented. They are change agents who go the extra mile because they know what a difference each day is making in the life of those they help.

Core Responsibilities

• Go above and beyond to provide world-class member experience to individuals interested in signing up for Workit Health's program, and throughout member's journeys at Workit Health.
• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Resolve basic member issues and escalate more complex concerns to higher-level support staff as needed
• Help to facilitate each member's journey, and accurately and efficiently communicate with members through a variety of channels as they navigate our program.
• Provide accurate information about our program, services, and policies.
• Follow established procedures to ensure a consistent member experience
• Educate potential members on the value of Workit Health's program and facilitate their enrollment.
• Educate our current members on how to navigate the Workit Health program, and be ready to help troubleshoot through any barriers and identify areas to increase engagement.
• Communicate and provide support to members over chat, email, and phone in a professional way that embodies the company mission and values.
• Be accountable for specific metrics related to productivity, member engagement, and member satisfaction
• Achieve individual and team performance goals
• Serve as an expert for member experience across the member's journey, with a deep understanding of our program and the Workit Health app.

Qualifications

• High school diploma or GED
• Experience in a customer service role
• Familiarity with remote work and the ability to work autonomously are highly preferred
• Proficiency in written and verbal communications (chat, email, and phone calls)
• Ability to build rapport and trust with patients and team members

#LI-MM1

Pay range $22.50 - $22.50 USD

Why Workit

Workit Health is an industry-leading provider of on-demand, evidence-based telemedicine care. Our programs are based in harm reduction, and bring together licensed clinicians who really listen, FDA-approved medication, online recovery groups and community, interactive therapeutic courses, and care for co-existing conditions. Workit Health's patient-centered telemedicine model is improving clinical outcomes and eliminating barriers to treatment, making long-term recovery accessible to individuals who need it, without disrupting their daily lives.

We're excited to expand our team as our impact and coverage areas continue to grow. Our team members are dedicated and passionate about our mission of making exceptional, judgment-free care for addiction more accessible.

We believe everyone deserves respectful, effective treatment for substance use disorder at the moment they're ready for it. We're looking for driven and compassionate individuals who share this goal. Join us in reducing stigma, saving lives, and changing the way addiction is treated in America.