Member Experience Specialist

About the Client

The hiring organization offers telemedicine-based care that is available on demand and built around evidence-based approaches for reducing harm related to substance use disorder. Its model brings together licensed clinicians, FDA-approved medication, online recovery resources, therapeutic learning content, and treatment for co-occurring conditions, with the goal of improving outcomes and making long-term recovery easier to access without interfering with everyday life.

Role Overview

The Member Experience Specialist is the main point of contact for members during their recovery journey. This position plays a key part in providing empathetic, accurate, and metrics-driven support that helps members stay engaged and satisfied. The role directly contributes to better member experiences by guiding people through the program and addressing their questions and concerns.

Key Responsibilities

• Deliver high-quality support to both prospective and active program members.
• Handle inquiries quickly and professionally through phone, email, and chat.
• Address straightforward issues and route more complex matters to the right team.
• Help members move through the program with clear and consistent communication.
• Share accurate details about services, processes, and policies.
• Work within established procedures to ensure a reliable and consistent experience.
• Explain the program and enrollment process to potential and current members.
• Identify obstacles to participation and look for ways to improve engagement.
• Take ownership of productivity, engagement, and satisfaction metrics.
• Work toward both individual and team performance targets.
• Become highly knowledgeable about the program and app so members can be supported effectively.

Requirements

• High school diploma or GED.
• Previous experience in customer service.
• Ability to work independently, with remote work experience preferred.
• Strong written and spoken communication skills across chat, email, and phone.
• Ability to establish trust and rapport with both members and colleagues.

Compensation

This position pays $22.50 per hour.

Benefits and Perks

• Fully remote work arrangement.
• Five weeks of paid time off, including birthday time off, mental health days, and floating holidays.
• Eleven paid holidays.
• Medical, dental, pharmacy, and vision coverage with plans that can support family needs.
• Twelve weeks of paid parental leave after one year, including coverage for different family-building situations.
• 401(k) plan with 4% employer match.
• 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 staff.
• Opportunities for internal movement and career growth.

Equal Opportunity

The employer is committed to equal opportunity and values a diverse, inclusive workplace. All qualified candidates will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Additional Information

This opportunity is presented by a recruiting platform that is not the employer of record for the role. Candidates will complete the application process directly through the hiring company’s career page or applicant tracking system.