Member Experience Coordinator - West Coast

Summus Global

2d•$65,000 - $80,000•Remote

About The Position

Join Summus, where we’re not just innovating, we’re revolutionizing the health journey! We’re on the lookout for outstanding, authentic, and accountable humans to join our dynamic team at Summus in the role of Member Experience Coordinator - West Coast within our Member Experience department. At Summus, our teammates are part of a high-performing, mission-driven team grounded in our core values of authenticity, excellence, accountability, and of service. We power doctor-led specialty expertise and clinical navigation programs that help people make better health decisions at critical moments and deliver meaningful impact for members, employers, and health plans. At Summus, you’ll work alongside thoughtful, driven humans who hold a high bar for themselves and each other. We care deeply about outcomes, act with integrity, and show up every day in service of those we support. If you’re excited to do meaningful work, grow with a strong team, and help transform how healthcare is experienced, you’ll feel right at home here. Ready to revolutionize clinical navigation and drive transformative change in healthcare? Apply today and become part of our passionate team dedicated to connecting patients, caregivers, families, and physicians with top-tier medical expertise - anytime, anywhere. Join Summus, where we’re not just innovating - we’re revolutionizing the health journey! Our Member Experience team is seeking a West Coast–based Coordinator with a background in healthcare and client service who is passionate about helping families navigate complex healthcare needs. In this role, you will provide high-touch, personalized support to members facing medical concerns for themselves or a loved one. Working closely with the Member Experience team, you will help guide members through their healthcare journey and ensure a seamless, compassionate experience at every touchpoint. This is a fully remote position, working Pacific Time Zone business hours for candidates located on the West Coast of the United States.

Requirements

1+ years in a clinical setting or member experience role plus a BSN, PA, or advanced degree in a relevant healthcare discipline or 3 years of professional experience in patient- or client-facing roles plus a Bachelor’s degree in related field (e.g., Biology, Chemistry, Psychology, Healthcare Public Policy, English, History, or Communications).
Passion for creating exceptional member experiences in healthcare
Aptitude for learning new products
Ability to break down complex topics and explain them simply
High emotional quotient and comfort dealing with sensitive topics
Strong interest in the intersection of client service, service operations, healthcare, and technology
Ability to work independently and as part of a team
Strong organizational and time-management skills
Appreciation for the role data and metrics play in growing a business successfully
Impeccable attention to detail and strong problem-solving skills
Ability and initiative to handle increasing responsibility over time
Receptive to close coaching and feedback
Experience with CRM software
Must be located on the West Coast
Only applicants who are authorized to work in the United States without requiring sponsorship are eligible to apply.

Nice To Haves

If you don’t check every box but see yourself contributing to our team of talented individuals, we want you to apply. We seek to engage with smart, authentic individuals who want to make a meaningful difference in healthcare.

Responsibilities

Go above and beyond to provide our members with the guidance and answers they need
Building strong relationships with our members and ensuring their satisfaction with our services
Maintain accountability and responsibility for execution of time-sensitive member requests, including virtual Expert Consultations with top medical experts, vetted physician referrals, and identifying centers of excellence
Identifying opportunities to improve the member experience and collaborating with our team to implement changes
Maintaining accurate records of member and physician interactions
Assisting with new member onboarding
Demonstrate empathy, kindness, and understanding in all interactions with members
Recruit new medical experts to join our physician membership through targeted and timely outreach by phone, email, and other methods
Respond to member requests via email, phone, and text
Resolving time-sensitive support issues and concerns in a timely and efficient manner
Collaborate with your Manager and Clinical Lead to deliver on project needs to maximize commercial outcomes with employer and individual clients