Member Flex Guide
Core
Member Service Guide providing empathetic support across voice, digital, and SMS channels to help members navigate healthcare benefits, find providers, and schedule appointments.
Role type
Member Service Guide (Healthcare)
Builds
Member engagement and operational excellence in a high-volume contact center environment
Domain
Healthcare / Health Insurance
Deliverable
client delivery
Required skills
Empathy, active listening, de-escalation, multitasking, adaptability, HIPAA compliance, digital platform navigation
Preferred skills
Contact center experience, healthcare/insurance background, stress management
Technologies
AI Guide Assistant, internal healthcare systems, digital chat platforms
Responsibilities
Engage with members across all channels to translate complex healthcare information into actionable terms; conduct proactive clinical outreach; adhere to HIPAA guidelines and productivity metrics; flex between inbound, outbound, and cross-functional workflows.
Seniority
Entry-level to Individual Contributor