Member Experience Specialist

Location: Remote

Hours: 9:30 AM - 6:00 PM PST

Reports to: Member Experience Manager 

Job Summary:

Member Experience Specialists serve as the main point of contact for our members throughout each point in their recovery journey. They are compassionate, accurate, and data-oriented. They are change agents who go the extra mile because they know what a difference each day is making in the life of those they help.

Core Responsibilities:

• Go above and beyond to provide world-class member experience to individuals interested in signing up for Workit Health’s program, and throughout member’s journeys at Workit Health.
• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Resolve basic member issues and escalate more complex concerns to higher-level support staff as needed
• Help to facilitate each member’s journey, and accurately and efficiently communicate with members through a variety of channels as they navigate our program.
• Provide accurate information about our program, services, and policies.
• Follow established procedures to ensure a consistent member experience
• Educate potential members on the value of Workit Health’s program and facilitate their enrollment.
• Educate our current members on how to navigate the Workit Health program, and be ready to help troubleshoot through any barriers and identify areas to increase engagement.
• Communicate and provide support to members over chat, email, and phone in a professional way that embodies the company mission and values.
• Be accountable for specific metrics related to productivity, member engagement, and member satisfaction
• Achieve individual and team performance goals
• Serve as an expert for member experience across the member’s journey, with a deep understanding of our program and the Workit Health app.

Qualifications:

• High school diploma or GED 
• Experience in a customer service role 
• Familiarity with remote work and the ability to work autonomously are highly preferred
• Proficiency in written and verbal communications (chat, email, and phone calls)
• Ability to build rapport and trust with patients and team members 

#LI-MM1

Why Workit:

Workit Health is an industry-leading provider of on-demand, evidence-based telemedicine care. Our programs are based in harm reduction, and bring together licensed clinicians who really listen, FDA-approved medication, online recovery groups and community, interactive therapeutic courses, and care for co-existing conditions. Workit Health's patient-centered telemedicine model is improving clinical outcomes and eliminating barriers to treatment, making long-term recovery accessible to individuals who need it, without disrupting their daily lives. 

We’re excited to expand our team as our impact and coverage areas continue to grow. Our team members are dedicated and passionate about our mission of making exceptional, judgment-free care for addiction more accessible. 

We believe everyone deserves respectful, effective treatment for substance use disorder at the moment they're ready for it. We're looking for driven and compassionate individuals who share this goal. Join us in reducing stigma, saving lives, and changing the way addiction is treated in America.

Equal Opportunities for Everyone, including Folks in Recovery:

As we are an addiction recovery company founded by people in recovery, those in addiction recovery themselves are encouraged to apply. Workit Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

AI Interview Policy:

At Workit Health, we value authenticity, curiosity, and personal insight during our hiring process. To ensure a fair and genuine experience for all candidates, we ask that you refrain from using AI tools or external assistance during interviews or assessments. We’re most interested in your unique ideas, problem-solving approach, and communication style—qualities that help us understand how you’ll contribute to our team. Demonstrating your own thinking and creativity gives both you and us the best sense of fit and potential.

Privacy Policy:

Applicant personal information is collected and used in accordance with Workit Health’s Privacy Policy, which includes disclosures and rights under applicable U.S. privacy laws.