Job Description
**Job Title: Member Services Advisor**
**Position Overview:**
As a Member Services Advisor, you will play a crucial role in our Member Services Team, directly reporting to the Manager of Member Services. In this dynamic and fast-paced environment, you will bring a personal touch to our healthcare services, enhancing the interaction and experience for our members. This position serves as a vital link between our members and medical teams, ensuring that requests and communications are directed appropriately and handled promptly. We are looking for an emotionally intelligent individual who is a natural advocate, ideally with experience in medical teams or patient services.
**Location:** Full-Time Remote Position (New York)
**Schedule:** Tuesday to Saturday, 9 AM - 5 PM
**Key Responsibilities:**
- Implement and maintain our member interface strategy to ensure a seamless experience.
- Collaborate with marketing, sales, and medical teams to create an exceptional customer experience, incorporating real-time feedback, proactive communication, and swift issue resolution.
- Lead the membership renewal process in partnership with the member services team.
- Execute the member-retention program and develop communication strategies in collaboration with the commercial team.
- Conduct retrospectives and gather customer feedback to continuously improve our processes and offerings.
- Create and update a comprehensive manual for customer engagement for the entire team.
- Manage member billing and accounts, including sending invoices, addressing disputes, processing refunds, and retrieving walkout information.
- Follow established documentation and escalation paths within the operations team.
- Maintain accurate records and document all customer success activities and discussions.
**Qualifications:**
We believe that exceptional talent comes from diverse backgrounds. Ideally, you will have:
- A Bachelor's Degree.
- 3-5 years of proven experience in account management or a customer success role, preferably within healthcare or a membership organization.
- A solid understanding of management practices and techniques.
- Proficiency in Microsoft Office and customer service software.
- Bonus: Experience in the medical field (e.g., nurse, social worker) and familiarity with Salesforce.
**Skills:**
To thrive in this role, you should possess:
- Excellent verbal and written communication skills.
- Strong leadership and interpersonal abilities.
- A passion for workflow and operational efficiency.
- Comfort with remote work.
- The ability to manage crises and remain calm under pressure.
**Compensation:**
Salary Range: $75,000 - $85,000 per year
This range reflects the anticipated compensation for this position in New York. Actual pay may vary based on factors such as experience, industry background, location, and education.
**About Us:**
We are proud to offer a unique medical membership that provides on-demand access to healthcare 24/7, 365 days a year. Our commitment to concierge-level service means that with just one call, our members receive unparalleled care tailored to their needs. Our members can rest assured knowing they have immediate access to ER-trained medical teams, on-site labs and imaging, expedited specialist appointments, and comprehensive care navigation—all under one roof. With unlimited virtual and in-person support from locations across the country, we are dedicated to providing first-class care for all medical needs, big or small.
We look forward to welcoming a new Member Services Advisor to our team who shares our passion for exceptional member care!
Employment Type: Full-Time
Salary: $ 75,000.00 85,000.00 Per Year
Job Tags
Full time, Work at office, Immediate start, Remote work, Work from home, Saturday,