Member Care Advocate II

About the role

As a Member Care Advocate at Wellth Rewards, you’ll be a trusted guide for our members. You will help members navigate their personalized Wellth program, resolve technical issues, and access healthcare services available through their insurance and care providers. This is a non-clinical role focused on proactive support and guiding members. You'll help connect members to appropriate care and resources, such as primary care providers, prescription services, or transportation options, acting as an advocate and facilitator. Your goal is to remove barriers to care and set each member up for success in managing their health.

Responsibilities

• Answer questions about the Wellth Rewards program and assist with technical or app-related questions and needs.
• Assist with healthcare access tasks, such as finding a medical provider, scheduling appointments, or arranging follow-up care.
• Help members access tools and services available through their health plan (e.g., BP cuffs, Rx delivery, transportation).
• Advocate on behalf of members by helping them understand and access the benefits and resources available to them.
• Re-engage members who are struggling with app check-ins or adherence.
• Communicate with members across channels (phone, text, email) with empathy and clarity.
• Escalate complex or unique issues through appropriate channels.
• Continuously evaluate and provide feedback on strategies to best support and increase impact for members.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• Prior customer service or healthcare navigation experience.
• Prior working experience and understanding of health insurance or care coordination.

Qualifications

• Bilingual (English/Spanish).
• Experience working with diverse or underserved populations (preferred).

Skills

• Excellent customer service and communication skills.
• Empathetic, proactive, and solution-oriented approach.
• Strong critical thinking and organizational skills with the ability to problem solve and navigate multiple tools.
• Highly proficient using technology and learning new systems quickly.

Benefits

• Flexible working arrangements, supporting strong remote-first practices and tools.
• Robust Paid Time Off and generous parental leave program.
• Health, dental, vision insurance, in addition to FSA/HSA plans.
• Ability to have a positive impact on people who need it most.
• Support of a highly dedicated team focused on building the future of healthcare.

Pay

Hourly Compensation: $27-$30/hour

Schedule

This role requires availability for designated shifts to ensure coverage between 8:00 AM PST and 4:00 PM EST. Shift assignments depend on team coverage needs, employee location, and time zone.