Member Service Guide – Digital

Job Description

JOB DETAILS

REQUIREMENTS

• Minimum of 3 years of call center experience or high-volume, over the phone patient-facing experience
• Demonstrated digital communication proficiency across chat and portal channels, maintaining empathy, clarity, and accuracy
• Strong time management and ability to thrive in a fast-paced, multitasking environment.
• Resilient, optimistic, and solutions-focused when navigating challenges.
• Ability to independently navigate resources, make sound decisions, and manage multiple systems/screens.
• Successfully completes a written communication exercise and a typing test (55+ WPM).
• Must be available to work variable shifts across multiple time zones, 8am ET – 8pm PT, including weekends.

RESPONSIBILITIES

• Lead real-time digital member support through SMS and Portal Chat, delivering accurate, empathetic guidance that resolves member needs efficiently while maintaining a high-quality experience.
• The majority of your time will be spent serving as a primary point of contact for members via digital channels, however expectations are that you will be asked to flex beyond inbound service to participate in outbound outreach, engagement initiatives, and/or digital communications as business needs change.
• Manage multiple concurrent conversations while maintaining strong response times and meeting digital service level expectations.
• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information.
• Identify when issues require escalation and create appropriate cases or handoffs to partner teams to ensure members receive timely follow-up and resolution.
• Contribute to a positive team environment by collaborating with peers and sharing insights that help improve workflows, guidance, and the overall digital member experience.
• Participate in quality reviews, coaching sessions, and ongoing training to continuously strengthen knowledge, communication skills, and digital service excellence.
• Adapt to evolving digital tools, workflows, and operational priorities as the Digital Guide program continues to scale and mature.
• Collaborating closely with peers, clinical partners, and cross-functional teams to resolve member needs end-to-end.

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