Member Experience Representative

About Mochi Health

Mochi Health is transforming healthcare by creating an AI-powered marketplace that connects patients to the correct healthcare providers, transparent pharmacy prices, and affordable medicines. Our platform provides patients with transparent pricing ahead of payment, personalized medication management across providers, and continuous access to their medical records, offering a more affordable and intuitive approach than traditional healthcare systems.

Role Overview

We are seeking a compassionate and dependable Member Experience Representative to join our Member Experience team. This primarily inbound phone position involves assisting patients with navigating their care, understanding medications, and quickly resolving concerns with empathy. Documentation and communication via a secure patient portal may follow calls as needed for record-keeping and coordination.

Key Responsibilities

• Answer and manage inbound calls from patients for most of your shift.
• Provide clear, accurate responses related to prescriptions, refills, appointments, and account statuses.
• Send follow-up communications through the secure patient portal when additional documentation or provider coordination is required.
• Maintain detailed and precise documentation of patient interactions within internal systems.
• Escalate complex or clinical matters appropriately in accordance with protocol.
• Consistently uphold Mochi's quality, HIPAA compliance, and patient safety standards.

Who You Are

• At least 1 year of experience in call center, phone support, or patient-facing customer service roles.
• Prior experience in telehealth or healthcare is highly desirable.
• Fluency in both English and Spanish is preferred; bilingual candidates receive higher pay and priority consideration.
• Confident, warm, and clear communication skills over the phone, earning patient trust quickly.
• Well-organized ability to manage follow-ups across multiple patient cases.
• Reliable internet connection (minimum 25 Mbps), a quiet workspace, and a headset with microphone are required.
• Must reside in Texas as this remote role is hiring only within this state at present.

Work Schedule

• Part-time position, approximately 24 hours per week.
• Two shifts available daily; candidates expected to work about four shifts weekly, not exceeding one shift per day.
• Shift options: 8:00 AM – 2:00 PM CT or 2:00 PM – 8:00 PM CT.
• Weekend availability is strongly preferred.

Compensation

• $15 per hour for English-only speakers.
• $17 per hour for bilingual English/Spanish speakers.
• Performance bonuses available, allowing top performers to earn $20-$25 per hour.

Additional Information

Mochi Health is headquartered in San Francisco, CA, where the main team works in person daily. Although this role is remote within Texas, the company emphasizes in-person collaboration to foster innovation and teamwork. Mochi Health is committed to equal employment opportunities and compliance with ADA regulations, providing reasonable accommodations throughout the hiring process and employment.