Member Support Specialist

At CareATC, we genuinely believe in revolutionizing employer-sponsored healthcare. We're passionate about our mission and deeply committed to providing exceptional, patient-centered solutions for our clients and their employees.

About The Job

As a Member Support Specialist, you'll provide front-line support to CareATC members across our patient-facing systems, including the patient portal and mobile app. You'll spend much of your day on the phone helping members troubleshoot login and access issues, verify eligibility, navigate digital tools, and connect with the right CareATC resources. You'll also make outbound calls, support registration and account-related workflows, and help ensure each member receives timely, professional, and empathetic support. This role is a strong fit for someone with customer service experience who is comfortable troubleshooting basic technology and working independently in a remote environment. Healthcare experience is highly valued, particularly for candidates who understand patient-facing workflows and the importance of protecting confidential information.

Responsibilities

• Provide phone, email, and Zoom support for members using the CareATC patient portal, mobile app, and other member-facing systems
• Troubleshoot login, account access, navigation, and basic application issues
• Handle a high volume of member calls throughout the day while maintaining a positive, professional experience
• Make outbound calls to assist members with portal and account-related issues
• Verify eligibility for members who are inactive or not currently reflected in the system
• Help patients connect with health centers and provide appropriate clinic contact information
• Coordinate with third-party language services to support multilingual callers
• Document member feedback and recurring issues and escalate concerns when appropriate
• Assist with registration tickets, account-related queues, and manual queue cleanouts
• Support Patient Experience initiatives and other special projects
• Provide backup support to health centers during qualifying closures or extended outages
• Partner with other Technology teams as needed

Requirements

• High school diploma or equivalent required
• At least one year of experience in a call center, customer service, help desk, or technical support environment
• Previous healthcare experience preferred
• Previous remote work experience preferred
• Comfortable working on the phone throughout the workday
• Ability to troubleshoot basic issues across Windows, iOS, Android, and MacOS platforms
• Strong customer service, active listening, and communication skills
• Strong attention to detail and ability to manage multiple priorities
• Critical thinking and problem-solving skills
• Proficiency with Microsoft Office, including Outlook, Excel, Word, and PowerPoint

Training Requirements

To help set you up for success, new hires will attend four days of in-person training at CareATC Corporate in Tulsa, OK. CareATC will cover airfare and lodging, and approved travel expenses will be reimbursed.

Benefits

• Fully remote position
• Predictable Monday-Friday schedule
• Company-provided laptop, monitor, headset, and Zoom phone
• Comprehensive benefits package including Medical, Dental, Vision, 401(k), PTO, Disability, and Life Insurance
• Clinic services and medications available at little to no cost for employees and dependents
• Collaborative team environment focused on service, problem-solving, and patient experience

Pay

$18-$21/hour DOE

Schedule

Monday-Friday | 8:00 AM-5:00 PM CST