Member Care Advocate II
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Job Description
Member Care Advocate guiding Wellth digital-health members through rewards programs, healthcare access, and technical issues. Supporting underserved chronic-condition populations via phone, text, and email.
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, including BP cuffs, prescription delivery, and transportation
- Advocate on behalf of members by helping them understand and access available benefits and resources
- Re-engage members who are struggling with app check-ins or adherence
- Communicate with members across phone, text, and email with empathy and clarity
- Escalate complex or unique issues through appropriate channels
- Continuously evaluate and provide feedback on strategies to best support members and increase impact
- Perform other duties as assigned
Requirements:
- 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
- Bilingual (English/Spanish)
- Prior customer service or healthcare navigation experience
- Prior working experience and understanding of health insurance or care coordination
- High school diploma or equivalent
- Experience working with diverse or underserved populations (preferred)
- Availability for designated shifts providing coverage between 8:00 AM PST and 4:00 PM EST
- Prolonged periods of sitting at a desk and working on a computer
- Legally authorized to work in the United States
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
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