Member Service Care Guide

Job Summary

Serving as the primary point of contact for members, the full-time Member Service Care Guide will provide exceptional support through phone and digital channels, assisting with appointment scheduling, benefit inquiries, and care coordination in a remote work environment.

Key responsibilities

• Deliver world-class service by responding to member inquiries with empathy and accuracy
• Assist members with provider searches, appointment scheduling, and care navigation
• Educate members on plan benefits and ensure timely communication of healthcare updates

Required qualifications

• Proven ability to navigate complex member needs and coordinate resolution across teams
• Experience in healthcare navigation and care coordination
• Strong written and verbal communication skills for digital and phone interactions
• Ability to adhere to established protocols while supporting time-sensitive healthcare needs
• Demonstrated empathy and emotional intelligence in member interactions