Member Service Guide, Pharmacy (Healthcare)

TL;DR

Member Service Guide, Pharmacy (Healthcare): Supporting members with medication adherence and healthcare needs through outbound calls and SMS, with an accent on empathetic communication, care coordination, and access to pharmacy and financial assistance programs. Focus on identifying barriers to care, resolving complex member issues, coordinating with providers and pharmacies, and accurately managing follow-up workflows.

Location: Remote within the United States. Monday–Friday schedules are available from 10:30 AM–7:00 PM ET and/or 11:30 AM–8:00 PM ET.

Salary: $22.00–$25.00 per hour.

Company

A healthcare company founded in 2017 that combines an integrated care platform, advanced data and AI, and clinical and member service experiences to improve the health and well-being of older Americans.

What you will do

• Conduct outbound phone and SMS outreach to educate members and support medication adherence.
• Build trust, identify barriers to care, and connect members with pharmacy, financial assistance, and care support programs.
• Coordinate with providers, pharmacies, and internal clinical teams to resolve issues and maintain continuity of care.
• Schedule medical appointments for high-risk members when appropriate.
• Use internal systems, AI-assisted tools, and knowledge resources to answer member questions accurately.
• Document interactions, manage follow-up tasks, and adapt to changing workflows in a high-volume environment.

Requirements

• 2+ years of experience in a high-volume customer-facing, outreach, or support role.
• Strong verbal and written communication skills, with the ability to explain complex information clearly and compassionately.
• Comfort spending most of the workday on outbound phone outreach in a fast-paced, metrics-driven environment.
• Ability to manage multiple systems, workflows, and follow-up tasks accurately.
• Accountability, ownership, coachability, and comfort receiving performance-based feedback.
• Must be able to work remotely from the United States and align with the stated Eastern Time schedules.

Nice to have

• Healthcare, pharmacy, Medicare Advantage, care coordination, patient outreach, or contact center experience.
• Previous remote work experience.

Culture & Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.
• Generous paid time off and a parental leave program.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• 401(k) program and bonus eligibility for eligible roles.
• Supportive, inclusive, and collaborative work environment.