Member Care Operations Associate

<h3>Accountabilities:</h3><li>
<strong>Member care operations:</strong>Support the day-to-day activities of the Member Care Team by investigating operational issues, analyzing data, conducting quality audits, and coordinating projects that improve the overall member experience.</li><li>
<strong>AI agent monitoring and quality assurance:</strong>Evaluate AI-powered voice and chat interactions using established quality assurance guidelines. Identify errors, inconsistencies, and opportunities for improvement, documenting clear and actionable feedback.</li><li>
<strong>AI testing and journey optimization:</strong>Test updates to AI agents and member journeys, record outcomes, identify unexpected or undesirable behavior, and communicate findings to the appropriate stakeholders.</li><li>
<strong>AI workflow development:</strong>Assist in building and refining no-code AI agent journeys to improve the quality, efficiency, and consistency of member interactions.</li><li>
<strong>Data analysis and reporting:</strong>Generate and review reports, identify trends and recurring issues, and summarize findings that help teams make informed operational decisions.</li><li>
<strong>Quality monitoring:</strong>Support Zendesk queue management and call monitoring, applying dedicated quality assurance scorecards to evaluate interactions and maintain consistent service standards.</li><li>
<strong>Process improvement:</strong>Identify broken workflows, operational inefficiencies, unclear instructions, and gaps in the member experience. Recommend practical solutions and support their implementation.</li><li>
<strong>Documentation and knowledge management:</strong>Update standard operating procedures (SOPs) and knowledge base articles following approved process changes to ensure information remains accurate, accessible, and consistent.</li><li>
<strong>Systems troubleshooting:</strong>Learn and navigate operational tools, investigate routine technical issues, and coordinate with relevant teams when problems require additional support.</li><li>
<strong>Cross-functional collaboration:</strong>Share concise updates, document findings, track improvement initiatives, and collaborate with colleagues to enhance member care processes and operational performance.</li><li>
<strong>Project coordination:</strong>Track assigned tasks, manage deadlines, and contribute to initiatives that improve service quality, automation, and team efficiency.</li><h2>Requirements:</h2><li>
<strong>Customer service experience:</strong>At least two years of experience in customer service, customer support, member services, or a related field.</li><li>
<strong>Technical experience:</strong>At least one year of technical experience, including troubleshooting systems, supporting technology-enabled workflows, or working with technical tools.</li><li>
<strong>Zendesk proficiency:</strong>Demonstrated proficiency with Zendesk Support and Zendesk Explore, including navigating support queues, reviewing interactions, and working with reports.</li><li>
<strong>Data analysis:</strong>Proficiency with Google Sheets and the ability to generate reports, identify patterns, interpret findings, and communicate insights clearly.</li><li>
<strong>AI and technology fluency:</strong>Experience using AI tools to improve a process, automate tasks, or make a workflow more efficient. Comfortable learning and evaluating new AI technologies.</li><li>
<strong>Quality assurance skills:</strong>Ability to apply established scorecards consistently, identify service quality issues, and provide specific, constructive, and actionable feedback.</li><li>
<strong>Process documentation:</strong>Experience documenting workflows, maintaining procedures, investigating routine issues, and identifying gaps that require escalation or process improvement.</li><li>
<strong>Project management and organization:</strong>Experience tracking project tasks, managing competing priorities, meeting deadlines, and maintaining accurate records.</li><li>
<strong>Attention to detail:</strong>Strong ability to identify errors, incomplete handoffs, inconsistent information, and issues that could negatively affect the member experience.</li><li>
<strong>Communication skills:</strong>Clear written and verbal communication, with the ability to summarize findings, provide concise updates, and collaborate effectively with technical and non-technical stakeholders.</li><li>
<strong>Problem-solving abilities:</strong>A proactive approach to troubleshooting, investigating recurring issues, and recommending practical improvements based on evidence.</li><li>
<strong>Adaptability:</strong>Willingness to learn new systems, adjust to evolving processes, and work effectively in a dynamic, technology-focused environment.</li><li>
<strong>Member-first mindset:</strong>A commitment to improving service quality, supporting positive member outcomes, and contributing to a collaborative culture focused on continuous improvement.</li><li>
<strong>Remote work readiness:</strong>Ability to work independently, communicate effectively across a distributed team, and manage responsibilities in a remote-first environment.</li><h2>Benefits:</h2><li>
<strong>Competitive hourly compensation:</strong>$24–$25 USD per hour.</li><li>
<strong>Remote-first flexibility:</strong>Work remotely from any state in the United States.</li><li>
<strong>Paid time off:</strong>Generous PTO, including multiple paid company holidays, wellness days, and floating holidays.</li><li>
<strong>Healthcare coverage:</strong>Medical, dental, and vision benefit options to support employees and their families.</li><li>
<strong>Financial protection:</strong>Company-funded disability insurance and basic life insurance.</li><li>
<strong>Mental health and wellness:</strong>Complimentary Headspace membership, access to therapy through Headspace Care, and wellness programs.</li><li>
<strong>Employee assistance:</strong>Access to an Employee Assistance Program through Principal, offering counseling and support across a range of personal and professional needs.</li><li>
<strong>Paid parental leave:</strong>A competitive parental leave program to support employees and their families.</li><li>
<strong>Professional development:</strong>Opportunities to develop skills in AI-powered operations, data analysis, quality assurance, and healthcare technology.</li><li>
<strong>Meaningful impact:</strong>The opportunity to contribute to a technology-enabled healthcare model focused on improving member experiences and long-term health outcomes.</li><li>
<strong>Inclusive workplace:</strong>A commitment to equal employment opportunities, diversity, belonging, and a supportive environment where employees can grow and succeed.</li>