Member Experience Specialist

Member Experience Specialists are responsible for navigating complex member escalations, assessing detractors from member satisfaction surveys and working cross functionally with internal teams to provide favorable outcomes to our members. This role plays a crucial role within the Service Quality team.

Responsibilities:

• Monitor case accuracy and data input for valid analysis
• Review MSAT data to identify trends in member satisfaction
• Maintain MSAT related dashboards and visuals to reflect up to date information
• Create action plans to address widespread issues raised by member feedback
• Drive improvements through developing strategic contacts and internal collaboration
• Work closely with internal teams and leaders to provide a single point of contact for complex or high profile member issues
• Draft Job Aids to support new initiatives
• Manage SOPs to reflect most current directives
• Mentor Member Experience Specialists for performance improvements
• Train new hires and assist in onboarding process
• Provide team support for complex scenarios and finding resolutions
• Collate member impact stories for newsletter, marketing and team impact as needed
• Support team morale through difficult cases and adversity

Required Qualifications:

• Mastery of de-escalation techniques and customer service
• Competence with reading and cleaning data for analysis
• Create compelling visuals from data to tell a story
• Show initiative to identify and solve issues at scale
• Manage multiple priorities with strong decision-making ability
• Highly organized and able to work with minimal supervision
• Demonstrates high levels of emotional intelligence and empathy

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

The United States new hire base salary target ranges for this full-time position are:
Zone A: $63,670 - $82,770 + equity + benefitsZone B: $70,037 - $91,047 + equity + benefitsZone C: $76,404 - $99,324 + equity + benefitsZone D: $82,771 - $107,601 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.


In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:
Remote-first culture401(k) savings plan through FidelityComprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependentsGenerous Paid Time Off ("PTO") and Discretionary Time Off ("DTO")12 weeks of 100% Paid Parental leaveFamily Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistanceCompassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)11 Holidays Paid with one Floating Paid HolidayWork-From-Home reimbursement to support team collaboration and effective home office work24 hours of Paid Volunteer Time Off ("VTO") Per Year to Volunteer with Charitable Organizations
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no mat