Member Success Specialist

About the role

The Member Success Specialist plays a critical role in scaling Carrum Health's Care Operations. This strategic role ensures high-impact client launches are flawlessly engineered, program guarantees are met, and the Care Team is fully equipped to deliver an unmatched experience from day one.

Responsibilities

• Drive Visible Scale: Directly contribute to Carrum Health's expansion, protecting the company's reputation at the highest levels of enterprise business.
• Drive Systems Change: Identify and address friction points in the current patient journey, collaborating with leadership and project managers to build better systems that prevent issues from recurring.
• High-Stakes Visibility: Interact with VIP members and high-priority clients, showcasing your direct impact on patient outcomes through high-stakes external meetings.
• Bridge the Gap: Smooth over complications in the care journey, ensuring seamless experiences for patients even when things get complex.
• Client-Facing Subject Matter Expert: Represent the member journey in external client meetings, confidently answering complex stakeholder questions about the end-to-end member experience.
• Implementation & Post-Launch Support: Partner with CS Account Managers during client onboarding and implementation, serving as the primary point of contact for member-related operational questions or concerns.
• Custom Journey Engineering: Translate nuanced client-specific requests into operational realities, modifying the member journey map to accommodate custom client requirements without disrupting core performance.
• Funnel Oversight & Performance Reporting: Proactively monitor the implementation funnel early in the process, handling manual reporting and working with data and CS to prove program efficacy and ensure contractual guarantees are met during the critical first month of launch and beyond.
• L&D Collaboration: Synthesize and transition nuanced, account-specific launch criteria directly to the Care Team Learning & Development (L&D) department to ensure training materials match custom client commitments.
• Workflow Trialing & Testing: Proactively trial and "dry-run" new patient journeys prior to go-live, identifying friction points, workflow gaps, or systemic barriers before they impact a live member.
• Cross-Functional Workflow Adjustments: Collaborate with Product and Engineering teams to adjust workflows, patch systemic bugs, and resolve technical hurdles (e.g., eligibility verification issues).

Requirements

• Equivalent experience to an IC3 level within the current team.
• High level of comfort with the Care App and other internal tools to confidently represent the current member experience.
• Exceptional verbal and written presentation skills, with a proven ability to independently lead high-stakes external meetings and represent operational processes professionally to major clients.
• A background in testing workflows, managing product/engineering dependencies, and transforming abstract client requests into concrete standard operating procedures (SOPs).
• Comfort with pulling, aggregating, and analyzing manual operational data to build client-ready efficacy reports under tight deadlines.

Qualifications

• Experience in healthcare or related field.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple projects simultaneously.
• Proficiency in Microsoft Office Suite.

Skills

• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple projects simultaneously.
• Strong problem-solving and analytical skills.
• Experience with healthcare software and tools.
• Ability to work effectively in a fast-paced, dynamic environment.

Benefits

• Stock option plan
• Flexible schedules and remote work options
• Chicago and San Francisco offices available
• Self-managed vacation days, within reason
• Paid parental leave
• Health, vision, and dental insurance
• 401K retirement plan

Pay

The salary range for this role is $68,500 - $79,500 depending on geography and level of experience, plus equity and an annual bonus.

Schedule

This role is remote.