A mission-driven healthcare organization is seeking a Member Experience Specialist to support and strengthen long-term relationships with its member base. This role blends member advocacy, billing support, quality assurance, and retention-focused problem-solving into one highly impactful position.
The ideal candidate is detail-oriented, empathetic, and confident navigating sensitive conversations while ensuring accuracy, fairness, and a consistently positive member experience.
Member Experience & Retention
Serve as a primary point of contact for members via phone, email, and digital channels
Resolve member questions, concerns, and complaints with professionalism and empathy
Proactively engage members to strengthen trust, satisfaction, and long-term retention
Respond to cancellation requests with a focus on understanding concerns and retaining membership when appropriate
Billing & Account Support
Manage billing-related inquiries including invoices, payments, declined transactions, and account discrepancies
Investigate and resolve billing disputes accurately and in alignment with company policies
Process account changes, cancellations, reimbursements, and financial assistance requests in a timely manner
Maintain detailed and accurate account documentation
Quality Assurance & Operations
Identify trends, recurring issues, and process gaps impacting member satisfaction
Collaborate with internal teams to resolve complex or escalated cases
Recommend improvements to workflows, communication standards, and member-facing processes
Ensure compliance with policies, ethical standards, and applicable regulations
2+ years of experience in customer service, billing, account management, retention, or healthcare operations preferred
Strong problem-solving, conflict-resolution, and negotiation skills
High attention to detail with the ability to manage multiple priorities
Clear, compassionate written and verbal communication skills
Comfort handling sensitive or emotionally charged situations
Proficiency with standard office technology and CRM or billing systems
Equivalent combinations of education and experience will be considered.
Meaningful work supporting members through important decisions
Opportunity to directly influence satisfaction, retention, and service quality
Collaborative, values-driven team environment
Competitive compensation and benefits
Equal Opportunity Employer All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status. Employment offers are contingent upon successful completion of required pre-employment screenings.