Member Experience Guide
Core
Trusted partner to members owning interactions from inquiry to resolution with empathy and clarity in a healthcare context.
Role type
Member Experience Guide (Customer Service)
Builds
Member trust, loyalty, and resolved inquiries
Domain
Healthcare / Senior Care / Medicare Advantage
Deliverable
client delivery
Required skills
Empathy, Compassion, Tenacity, Resolve, Critical thinking, Active listening, System navigation, High-volume interaction handling
Preferred skills
Medicare Advantage/Medicaid experience, Healthcare provider/plan experience, Hospitality experience, Caregiving experience, Spanish/Cantonese/Mandarin/Korean/Vietnamese fluency
Responsibilities
Connect with empathy and member-first focus, Own the end-to-end experience, Deliver path to yes solutions, Navigate complexity with clarity, Demonstrate tenacity and perseverance, Provide clear next steps and follow-through, Challenge for better outcomes, Contribute to continuous improvement, Uphold service excellence standards