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Function Health · 3 months ago

VIP Member Experience Associate

United States

Full-time

Remote

Entry Level

1+ years exp

Function Health is a company focused on empowering individuals to live healthier lives through advanced technology and preventive healthcare solutions. As an Operations Member Experience Associate at Ezra, you will be responsible for delivering exceptional service to VIP members and ensuring their satisfaction while collaborating with various teams to enhance the overall member experience.

Health CareHealth DiagnosticsMedicalPersonal Health

Responsibilities

Supporting the collection and tracking of member satisfaction (NPS) and lead the resolution of complex member concerns and complaints, using emotional intelligence and persuasion skills to turn potentially negative experiences into positive outcomes and strengthen member loyalty

Deliver white-glove, concierge-level service to high-value members, anticipating needs, providing personalized recommendations, and ensuring every touchpoint exceeds expectations

Tracking and documenting all member and partner interactions in Intercom or other systems

Identifying and suggesting process improvements to streamline operations and enhance the member experience, using your direct member feedback and relationship insights to influence operational changes

Serving as the first point of contact for inbound member inquiries via phone, email, chat, or text, answering questions and guiding members through their journey, demonstrating exceptional customer service skills and the ability to guide conversations toward positive resolutions

Assisting employer and physician partners with onboarding, operational questions, and day-to-day support to ensure a seamless experience for their employees or patients, building strong working relationships and using consultative communication to address their needs and drive program adoption on an as needed basis

Collaborating with the Care and Marketing teams to ensure a consistent, “wow” experience for members, serving as the voice of the member in internal discussions

Qualification

VIP member experienceCustomer service skillsEmotional intelligenceOrganizational skillsProblem-solving skillsCommunication skillsMedical environment familiarityGritRelationship buildingSelf-motivated