Member Experience Coordinator - West Coast

About the role

Summus is hiring a West Coast-based Member Experience Coordinator to support members through important healthcare decisions. This position sits within the Member Experience team and focuses on delivering thoughtful, high-touch assistance to people navigating medical concerns for themselves or a family member.

The company’s mission is centered on improving how healthcare is experienced by connecting members, caregivers, families, and physicians with doctor-led specialty expertise and clinical navigation support. The team operates with a strong emphasis on authenticity, excellence, accountability, and service.

This is a fully remote role for candidates located on the West Coast of the United States. Work hours are aligned with Pacific Time Zone business hours.

What you will do

• Provide proactive, compassionate support and go the extra mile to help members get the answers and guidance they need.
• Develop trusted relationships with members and work to maintain high satisfaction with the service experience.
• Own time-sensitive requests end to end, including virtual expert consultations, curated physician referrals, and center-of-excellence research.
• Look for ways to strengthen the member journey and partner with the team to put improvements into action.
• Keep detailed and accurate documentation of member and physician interactions.
• Support the onboarding process for new members.
• Communicate with empathy, warmth, and care in every interaction.
• Reach out to recruit new medical experts using phone, email, and other outreach methods.
• Handle member inquiries through email, phone, and text.
• Resolve urgent support issues quickly and effectively.
• Work with your manager and clinical lead on projects that support commercial goals for employer and individual clients.

What we are looking for

• At least 1 year of experience in a clinical environment or member experience role, plus a BSN, PA credential, or an advanced degree in a relevant healthcare field; or 3 years of professional experience in patient- or client-facing roles plus a bachelor’s degree in a related discipline such as Biology, Chemistry, Psychology, Healthcare Public Policy, English, History, or Communications.
• Genuine interest in creating excellent healthcare experiences.
• Ability to quickly learn new products and processes.
• Skill in simplifying complex information for others.
• High emotional intelligence and comfort discussing sensitive topics.
• Strong curiosity about the overlap of client service, service operations, healthcare, and technology.
• Comfort working both independently and collaboratively.
• Excellent organization and time management.
• Understanding of how data and metrics support business growth.
• Strong attention to detail and problem-solving ability.
• Willingness to take on greater responsibility over time.
• Openness to coaching and feedback.
• Prior experience using CRM software.
• Must live on the West Coast of the United States.

Benefits

• Medical, dental, and vision coverage for you and your dependents.
• 401(k) plan with company match, available in both Traditional and Roth options.
• Company-funded life, accidental death and dismemberment, and disability insurance.
• Optional supplemental life insurance.
• Flexible spending account and health savings account options.
• Paid parental leave for all caregivers.
• Free access to the Summus platform for you and your loved ones.
• Unlimited paid time off, plus paid holidays, sick leave, bereavement leave, and a Volunteer Day Off.
• Flexible, team-oriented culture with remote or hybrid arrangements depending on the role.

Eligibility

Applicants must be legally authorized to work in the United States without employer sponsorship or visa support. Only candidates who meet this requirement are eligible to apply.

Compensation

The annual salary range for this position is $65,000 to $80,000, with a bonus target based on experience.