Member Success Specialist

About the Opportunity

The organization is dedicated to transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to eliminate surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, this is an exciting opportunity.

Key Responsibilities

• Drive Visible Scale: Directly influence the organization's expansion, safeguarding its reputation at the highest levels of enterprise business.
• Drive Systems Change: Identify and address friction points in the patient journey, collaborating with leadership and project managers to build better systems that prevent issues from recurring.
• High-Stakes Visibility: Serve as the critical operational bridge between the Care Team, Commercial Team, and Client Success, ensuring high-impact client launches are flawlessly engineered and program guarantees are met.
• Bridge the Gap: Smooth over complications in the patient journey, maintaining a "white-glove" and seamless experience even when things get complicated.
• Client-Facing Subject Matter Expert: Represent the member journey in external client meetings, confidently answering complex stakeholder questions regarding the end-to-end member experience.
• Implementation & Post-Launch Support: Partner with the CS Account Manager 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: Keep proactive "eyes on the funnel" early in the implementation cycle; handle manual reporting, proving program efficacy and ensuring 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 cross-functionally with Product and Engineering teams to adjust workflows, patch systemic bugs, and resolve technical hurdles (e.g., eligibility verification issues).

Required Qualifications

• 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.

Why you’ll love working with us...

• A hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today.
• Talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum.
• Data-driven decision-making, technology to make jobs easier, and creative thinking to pave the future.
• Top hospitals and employers like US Foods, United Airlines, and large public sector organizations.
• A supportive and collaborative environment where you get healthy feedback and can bring your authentic self to work every day.
• Flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person.
• An active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs).
• Empowerment to be autonomous and a focus on making a meaningful impact on people's lives.

About the Organization

The organization is a health tech company that brings value-based care to the masses. It helps employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes through the power of technology and human-centered design. Since launching, the organization has partnered with Fortune 500 employers and top hospitals across the nation. It has been recognized by Harvard Business School and featured in various publications. The organization believes it's only scratching the surface of its opportunity and is looking for incredible people to help realize its full impact.

The organization is an equal opportunity employer and encourages all applicants from every background and life experience.