Member Experience Specialist

About the Company

Workit Health delivers evidence-based telemedicine support for people navigating substance use recovery. Its care model combines licensed clinicians, FDA-approved medication, online recovery groups, community support, therapeutic courses, and treatment for related conditions. The company focuses on lowering barriers to care and helping people access long-term recovery without disrupting their everyday lives.

The organization is growing and is looking for compassionate, motivated people who want to help provide respectful, judgment-free treatment and reduce the stigma around addiction care in the United States.

Role Overview

The Member Experience Specialist is the primary contact for members at every stage of their recovery journey. This role requires empathy, precision, and a data-focused mindset. The right person will be proactive, service-oriented, and committed to making a meaningful difference for members each day.

Location: Remote

Hours: 7:00 AM - 3:30 PM EST

Reports to: Member Experience Manager

Key Duties

• Deliver exceptional support to people exploring Workit Health’s program and to active members throughout their experience.
• Answer questions quickly and professionally through phone, email, and chat.
• Handle straightforward member concerns and route more complex issues to the appropriate support team.
• Guide members through the program by communicating clearly and accurately across multiple channels.
• Share correct details about services, policies, and the program overall.
• Work within established processes to maintain a consistent service experience.
• Explain the value of the program to prospective members and support enrollment.
• Help current members understand how to use the program and app, remove barriers, and improve engagement.
• Represent the company’s mission and values in all written and verbal interactions.
• Track and meet productivity, engagement, satisfaction, and team performance metrics.
• Become a knowledgeable resource on the full member journey and the Workit Health app.

Qualifications

• High school diploma or GED is required.
• Previous experience in a customer service position is required.
• Prior experience working remotely and the ability to work independently are strongly preferred.
• Strong written and spoken communication skills, including chat, email, and phone support.
• Ability to build trust and positive relationships with patients and teammates.

Compensation

The pay rate for this role is $22.50 USD per hour.

Benefits and Rewards

• Fully remote work arrangement.
• 5 weeks of paid time off, including a birthday day, 2 mental health days, and 2 floating holidays.
• 11 paid holidays each year.
• Medical, dental, pharmacy, and vision coverage with plan options for family needs.
• 12 weeks of paid parental leave after 1 year of employment, covering maternity, paternity, adoption, and other family-building paths.
• 401(k) plan with 4% matching.
• Healthcare and dependent care flexible spending accounts.
• Health savings account option.
• Employee assistance program with financial coaching and counseling.
• Professional development support for Providers and Behavioral Health team members.
• Internal mobility and growth opportunities.
• A collaborative, inclusive culture with clubs and employee resource groups.
• A team committed to reducing health disparities for underserved populations in addiction care.

Equal Opportunity Statement

Workit Health is an equal opportunity and affirmative action employer. The company welcomes applicants in recovery and does not discriminate based on race, religion, color, national origin, gender, pregnancy, childbirth, related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, or any other legally protected characteristic.

AI Interview Policy

Applicants should not use AI tools or outside assistance during interviews or assessments. The hiring team wants to evaluate authentic ideas, problem-solving approach, and communication style.

Privacy Notice

Applicant information is collected and handled in line with Workit Health’s privacy policy, including disclosures and rights under applicable U.S. privacy laws.