Customer Support Specialist

Redirect Health•Phoenix, AZ

1d•Onsite

About The Position

Member Success Advocate exists to turn complex challenges into positive, meaningful outcomes for our members—ensuring every interaction ends with clarity, support, and trust. In this role, you will serve Redirect Health members by supporting them through escalated issues and complex healthcare challenges. You will be responsible for resolving member concerns, improving their experience, and ensuring timely, thoughtful follow-through. You will directly impact how members experience healthcare by making it simpler, more human, and easier to navigate. This is a hands-on role for someone who enjoys problem-solving, helping people, and turning difficult situations into positive outcomes, takes ownership and follows through, and wants their work to have real-world impact.

Requirements

At least 1 year of experience in a customer service role, with a strong emphasis on phone communication.
Communicates clearly and with empathy, especially in high-touch or sensitive situations.
Bilingual (English/Spanish) and able to support a diverse member population.
Takes ownership of problems and follows through to resolution.
Enjoys simplifying complex issues and helping others understand their options.
Works well across teams and collaborates effectively with both clinical and operational partners.
Comfortable using tools like Microsoft Word, Excel, and Outlook in a fast-paced environment.
Reliable, team-oriented, and self-motivated.
Holds a High School Diploma or GED.
Cares deeply about helping people and improving their experience.
Must be based in the Phoenix, AZ area or able to reliably commute to an in-person work environment.
Applicants must be currently authorized to work in the United States without sponsorship.

Responsibilities

Own the resolution of escalated member issues by investigating, analyzing, and delivering timely, thoughtful solutions.
Support members by engaging with empathy, actively listening to their concerns, and guiding them through next steps.
Educate members on their health benefit plan and the Redirect Health Application to assist members utilizing their health care benefits.
Collaborate with providers, internal teams, and cross-functional partners to ensure seamless and effective issue resolution.
Improve member experience by identifying trends, providing feedback, and helping prevent future issues.
Advocate for members by ensuring they feel heard, supported, and confident in their care and coverage.