Member Flex Guide
Core
Primary point of connection for members, helping them navigate healthcare complexities with empathy across voice, video, SMS, and chat channels.
Role type
Member Service Guide (Customer Support)
Builds
Member engagement, benefit navigation, appointment scheduling, and clinical order updates
Domain
Healthcare / Health Insurance
Deliverable
client delivery
Required skills
Empathy, active listening, de-escalation, multitasking, adaptability, compliance adherence, AI tool proficiency
Preferred skills
Contact center experience, healthcare/insurance background, HIPAA familiarity, stress management
Responsibilities
Engage members across all channels to navigate benefits and schedule appointments; conduct proactive clinical outreach; leverage data and AI tools to deliver accurate solutions; adhere to HIPAA and internal workflows; pivot between inbound, outbound, and cross-functional workflows.
Seniority
Entry-level to Individual Contributor
