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Member Services Specialist
Chicago, Remote
Come for the mission. Stay for the experience.
Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts every single one of us – even you!
Healthcare benefits are complex, underutilized and a mystery for most users. We’re removing that complexity. Now more than ever, employers are adding value to their employees’ benefits like telemedicine and mental health services. HealthJoy’s industry-changing tech platform consolidates those benefits into a simplified benefits experience, saving users time and money.
With $48.5M in fundraising to date, HealthJoy has garnered workplace awards for Inc.’s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to nearly 400 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Marketing Team making that happen.
Your impact.
HealthJoy has engaged directly with Third Party Administrators (TPAs), who will be aligning their direct clients to the HealthJoy suite of products. In this role, you will be responsible for the Member Service experience of the end-users of the HealthJoy product that is provided via their TPA. Your specific functions will be collaboration and strategizing alongside the TPA, creating workflows & Knowledge Bases to enable Member Services staff, and monitoring service delivery metrics.
Strategy & Execution
- Act as a subject matter expert for the Embedded TPA sales channel TPA Partners’ downstream accounts.
- Responsible for the integration and execution of the TPA+ product and HealthJoy rewards program from a Member Services Delivery standpoint.
- Support client Knowledge Base, WorkFlows, and Steerage results of these Client Relationships.
- Assist in devising and delivering product enhancements or adjustments alongside Product and Engineering teams from development to QA to completion.
- Identify areas of opportunity to maximize Member Service KPIs within their owned relationships.
- Support the member feedback process; gathering all pertinent information and providing team recommendations on best solutions.
Technical
- Assist with journey projects and journey development (Lucid Charts); tracking requests through (JIRA / Confluence) and maintaining journey knowledge base.
- Maintaining knowledge base (JIRA) and documentation (Google Suite) for HealthJoy products and technology capabilities; cascade to members of HCC team as needed (Email, Slack, Live Training)
- Automate reporting (Looker) and technical capabilities where possible; streamlining process for an improved client and stakeholder experience
- Use HealthJoy Internal and Proprietary Technical ToolKit including OTRS, Amplitude, etc. and Proprietary CRM, Messenger, Database.
- Process TPA Claims and Precertification entries, applying decision-making and logic to process medical opportunities into member outreach and steerage opportunities.
Cross Functional Collaboration
- Liaison between Member Services, TPA, Clinical, Marketing, Product, Implementation, Customer Success, Engineering and Sales to understand new features, process, products roll out
- Manage direct member emails and support inbox; delegating inquires to appropriate team member.
- Assist with bi-weekly and monthly reporting delivered to Member Service stakeholders and leadership.
- Partner closely with L&D on quality monitoring standards and recommended training topics for Member Services organization as needed.
Your experience.
- 3+ years of experience as a Team Lead, Operations Coordinator or other similar role
- Experience and direct working knowledge within the HealthCare industry with a particular focus within the Insurer, Administrator functions
- Excitement around identifying challenges and implementing solutions; must have a life-hacker mentality and be energized by solving problems, bottlenecks, and complex requests
- Excellent organization and project management skills
- Experience working on cross functional initiatives with many stakeholders; Global teams preferred
- Strong interpersonal, oral, and written communication skills
- Excellent customer service and community management skills
- Strong attention to detail
- Technically proficient in Microsoft and Google suites
- Highly creative and adaptable in a fast paced, ever changing environment
Our rewards.
Work should be meaningful and rewarding.
HealthJoy is a remote-first workplace with nearly 400 team members globally. We offer a robust package of employee perks and benefits including employee stock options, healthcare benefits, flexible PTO plan, 401k with a matching employer contribution, pre-tax commuter benefits, parental leave, and HSA contribution match. We also enjoy each other’s company over wellness activities, catered Friday lunches, happy hours, volunteer events in our local community, lunch and learns, and friendship time’ pairings.
The best benefit of all? We use our own product. As an employee, you can rely on HealthJoy to feel confident about your own healthcare decisions and get the most out of your unique benefits plan.
HealthJoy is committed to creating a erse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.