Member Services Executive (Bilingual: English / Spanish) - Fuze Services

Fuze Health•Remote - Florida, OH

4d•$19 - $21•Remote

About The Position

The Member Services Executive operates at the intersection of digital tech support and patient-centered care. In this role, you will deliver empathetic, high-touch support across our at-home clinical testing workflows—guiding members through account creation, sample collection, MFA authentication, and kit logistics. You will work closely with our clinical team to ensure members seamlessly enroll in health programs, receive accurate guidance, and access their health insights with confidence.

Requirements

Native or full professional fluency in both English and Spanish (written, verbal, and comprehension).
2+ years of experience in an inbound/outbound call center or customer-facing role (healthcare or digital health environment preferred).
Bachelor’s Degree or equivalent practical experience.
High digital literacy with hands-on experience using CRM tools (Salesforce) and Google Workspace.
Exceptional written, verbal, and interpersonal communication skills with strong active listening abilities.
High emotional intelligence, natural empathy for patient health journeys, and strong problem-solving skills in a fast-paced environment.
Ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds.
Ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.
Applicants must be authorized to work for any employer in the U.S.

Nice To Haves

Background in technical support, helpdesk, or SaaS product support.
Hands-on experience with cloud contact center platforms such as Amazon Connect.
Prior experience navigating HIPAA or confidential patient data environments.

Responsibilities

Answer member inquiries via phone and email regarding account setup, test kit administration, sample collection instructions, and secure access to test results.
Conduct proactive outreach calls to enroll eligible members in tailored health programs and follow up on pending test kit returns.
Coordinate directly with clinical personnel to escalate complex cases, ensuring care pathways adhere to health program guidelines and quality standards.
Guide members through digital platform navigation, portal access, and multi-factor authentication (MFA) setup.
Maintain thorough, confidential, and compliant documentation of member interactions in Salesforce.
Assist in testing new platform features, tools, and system enhancements to ensure they meet Care Team specifications.
Identify operational bottlenecks and recommend improvements to Standard Operating Procedures (SOPs) to elevate the member experience.

Benefits

dental
vision
multiple group medical plans to choose from
a 401(k) retirement savings plan
group life insurance
accidental death and dismemberment (AD&D) insurance
flexible spending account (FSA)
health savings account (HSA)
commuter benefits
employer-paid short-term (STD) and long-term disability (LTD) insurance
additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program).
flexible vacation time
accrued paid sick time
10 paid holidays
(2 floating holidays for full time non-exempt employees)
eight weeks of paid parental leave for eligible employees
additional paid weeks for the birthing parent
4 weeks paid caregiver leave
a Lifestyle Spending Account allowance each month.