Member Success Specialist

About Carrum Health

At Carrum Health, our mission is to revolutionize healthcare by eliminating surprise bills, enhancing quality, and reducing costs, all while fostering an innovative and entrepreneurial culture. Since 2014, we have transformed the Centers of Excellence (COE) segment within digital health. Currently, 90% of Americans live within 50 miles of a Carrum COE, with providers ranked among the top 10% nationally. Our accomplishments have garnered support from investors such as OMERS, Tiger Global Management, and Wildcat Ventures, totaling over $96M. Notably, a 2021 RAND Corporation study and a Harvard Business School case study have validated our impact.

Role Overview

We are seeking multiple Member Success Specialists to join our rapidly growing Care Operations team. Reporting to the Member Success Team manager, this role serves as the knowledge leader on the member journey and acts as a crucial link between Commercial, Client Success, and Care Teams. Moving beyond routine tasks, this position is strategic, ensuring smooth high-impact client launches, achieving program guarantees, and preparing the Care Team to provide an exceptional patient experience from day one.

Key Responsibilities

• Drive Carrum's expansion by safeguarding the company's reputation at the enterprise level.
• Identify and address inefficiencies in the patient journey, collaborating with leadership to implement lasting system improvements.
• Engage directly with VIP members and important clients, showcasing problem-solving abilities in high-visibility settings.
• Serve as the essential link between clients and Care Team, ensuring a seamless and premium patient experience in complex scenarios.
• Participate actively in client meetings, providing expert insights on the entire member journey and addressing challenging stakeholder inquiries.
• Collaborate with Client Success Account Managers during onboarding and implementation, acting as the main operational contact for member-related concerns.
• Customize member journey frameworks to incorporate specialized client requests without impacting overall performance.
• Monitor and report on operational metrics early in client implementations to confirm program effectiveness and fulfill contractual commitments.
• Work with Learning & Development to translate bespoke client launch requirements into training content for the Care Team.
• Test and refine patient journey workflows before launch, spotting obstacles that could affect live members.
• Partner with Product and Engineering teams to enhance workflows, fix systemic bugs, and resolve technical challenges such as eligibility verification.

Qualifications and Skills

• Proficient with internal systems like the Care App to represent and understand current member experiences thoroughly.
• Outstanding verbal and written communication, capable of leading complex external meetings and articulating operational processes confidently.
• Experience in workflow analysis, managing dependencies between product and engineering, and converting client requests into standardized operating procedures.
• Competent in data extraction, aggregation, and analysis for the preparation of client-focused efficacy reporting under tight deadlines.

Why Work With Us

• Join a dedicated, humble, and compassionate team driven to solve healthcare challenges, comprised of experts from leading companies such as Google, Optum, and Booz & Company.
• Collaborate with top-tier healthcare institutions like Johns Hopkins, Mayo Clinic, and Stanford Health Care, and esteemed employers such as United Airlines and California’s self-insured schools.
• Benefit from an empowering, collaborative environment that supports authenticity and mutual support.
• Enjoy flexible work arrangements, generous time off, paid parental leave, and opportunities for virtual and in-person team interactions.
• Be part of an inclusive company culture with active Diversity, Equity, Inclusion, and Justice initiatives and employee resource groups.
• Your work will have a direct and meaningful impact on patients' lives every day.

Additional Benefits

• Stock option plan
• Flexible schedules and remote work options
• Offices available in Chicago and San Francisco
• Self-managed vacation policy within reason
• Paid parental leave
• Comprehensive health, vision, and dental insurance
• 401(k) retirement savings plan

Compensation

The salary range is $68,500 to $79,500 annually, depending on geographic location and experience level. The role also includes equity participation and an annual bonus.

Equal Opportunity

Carrum Health is an equal opportunity employer committed to welcoming applicants from all backgrounds and life experiences.