Associate Member Activation Specialist (Flex)

Hinge Health

6d•$19 - $31•Remote

About The Position

The Member Activation Specialist (Flex) is responsible for helping members onboard in the Hinge Health program. They deeply understand the Hinge Health product and are great at talking with members to help them understand how Hinge Health can help enhance their personal journey with movement and pain. They help members work through technical and motivational barriers virtually via SMS and phone. The Member Activation Specialist (Flex) enables Hinge Health to engage with members to make a meaningful impact, while also driving revenue objectives. An individual will be successful in the role if they are goal oriented, place a high value on the member experience, have strong communication skills, and thrive in fast paced environments that engage in continuous improvement.

Requirements

2+ years experience of professional member-facing customer service role. Preference for experience in a healthcare setting.
Case management: Successfully manage and support a large member caseload with high attention to customer experience.
Outstanding Communication: Ability to connect with members with empathy and tact via written communication and phone communication to answer questions and guide members through the onboarding process.
High performance: Regular quota / goal attainment, ideally with awards for ranking towards the top of the team and high satisfaction scores.
Member-Centered Mindset: High Emotional Intelligence and compassion - able to work with members all day to connect them with Hinge Health in a meaningful manner.
Adaptability & Initiative: Demonstrates change agility and a growth mindset amongst ongoing changes. Aptitude for technology, troubleshooting and learning new features and how to sell them to end users.
Professionalism: Exemplifies Hinge Health’s values in all interactions with members, clients and teammates.

Responsibilities

Onboard members to their Hinge Health program, achieving high onboarding rates and providing an exceptional service experience.
Participate in member outreach and engagement initiatives including, but not limited to insurance verification, referral outreach, and re-engagement campaigns, to help more members access care and successfully onboard into the program.
Manage a caseload of members with high satisfaction scores and while achieving onboarding targets.
Contribute to the development of an evolving team in a hyper growth company.