Member Experience Specialist
About The Position
Workit Health is an industry-leading provider of on-demand, evidence-based telemedicine care. Our programs are based in harm reduction, and bring together licensed clinicians who really listen, FDA-approved medication, online recovery groups and community, interactive therapeutic courses, and care for co-existing conditions. Workit Health's patient-centered telemedicine model is improving clinical outcomes and eliminating barriers to treatment, making long-term recovery accessible to individuals who need it, without disrupting their daily lives. We’re excited to expand our team as our impact and coverage areas continue to grow. Our team members are dedicated and passionate about our mission of making exceptional, judgment-free care for addiction more accessible. We believe everyone deserves respectful, effective treatment for substance use disorder at the moment they're ready for it. We're looking for driven and compassionate individuals who share this goal. Join us in reducing stigma, saving lives, and changing the way addiction is treated in America.
Requirements
- High school diploma or GED
- Experience in a customer service role
- Proficiency in written and verbal communications (chat, email, and phone calls)
- Ability to build rapport and trust with patients and team members
Nice To Haves
- Familiarity with remote work and the ability to work autonomously are highly preferred
Responsibilities
- Go above and beyond to provide world-class member experience to individuals interested in signing up for Workit Health’s program, and throughout member’s journeys at Workit Health.
- Respond promptly and professionally to customer inquiries via phone, email, or chat.
- Resolve basic member issues and escalate more complex concerns to higher-level support staff as needed
- Help to facilitate each member’s journey, and accurately and efficiently communicate with members through a variety of channels as they navigate our program.
- Provide accurate information about our program, services, and policies.
- Follow established procedures to ensure a consistent member experience
- Educate potential members on the value of Workit Health’s program and facilitate their enrollment.
- Educate our current members on how to navigate the Workit Health program, and be ready to help troubleshoot through any barriers and identify areas to increase engagement.
- Communicate and provide support to members over chat, email, and phone in a professional way that embodies the company mission and values.
- Be accountable for specific metrics related to productivity, member engagement, and member satisfaction
- Achieve individual and team performance goals
- Serve as an expert for member experience across the member’s journey, with a deep understanding of our program and the Workit Health app.
Benefits
- Fully remote work
- 5 weeks PTO (includes your birthday, 2 mental health days, and 2 floating holidays!)
- 11 paid holidays
- Comprehensive health, dental, pharmacy, and vision insurance with options to fit your family's needs
- 12 weeks paid Parental Leave after 1 year of employment (includes maternity, paternity, adoption, and all ways in which our people build modern families)
- 401k + 4% matching
- Healthcare & dependent care Flexible Spending Accounts (FSA & DCFSA)
- Health Savings Accounts (HSA)
- Employee assistance program, complete with financial coaching and counseling sessions
- Professional development allowance for Providers and Behavioral Health team
- Opportunities for internal mobility and growth at a Company with a proven track record of really promoting internally
- Vibrant, democratized culture with clubs and multiple ERG groups
- Colleagues who care deeply about closing health disparity gaps within the addiction space for underserved populations
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
