Member Flex Guide (Healthcare)

Location: Remote USA. Assigned 8.5-hour shifts, including a 30-minute lunch, must fall within seasonal operating hours and may include weekends and schedule changes based on business needs. Availability across all open hours is required; shifts are aligned with Eastern Time.

Company

hirify.global is a healthcare company founded in 2017 that combines data, AI, clinical services, and member support to improve the health and well-being of older Americans.

What you will do

• Support members through voice, video, SMS, chat, and digital messaging with empathy and professionalism.
• Help members understand benefits, find providers, schedule appointments, and navigate care.
• Conduct proactive clinical outreach, identify escalation paths, and collaborate with clinical staff.
• Use internal systems, data, and an AI Guide Assistant to provide fast, accurate, documented solutions.
• Follow HIPAA requirements, compliance regulations, workflows, and productivity and quality standards.
• Flex between inbound, outbound, and cross-functional programs as business priorities change.

Requirements

• At least 1 year of experience in a high-volume customer-facing role or fast-paced healthcare environment.
• Strong interpersonal, communication, emotional intelligence, multitasking, and relationship-building skills.
• Ability to de-escalate emotionally charged interactions and explain complex information clearly.
• Comfort using AI-powered tools and multiple digital platforms while maintaining accuracy.
• Ability to adapt to frequent process changes, coaching, and shifting priorities.
• Flexible availability across seasonal operating hours, including potential weekend schedules, is required.

Nice to have

• Contact center or call center experience.
• Healthcare, health insurance, or Medicare Advantage experience.
• Familiarity with benefits, scheduling, medical terminology, or HIPAA requirements.
• Experience working with multiple software platforms and managing emotionally demanding situations.

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 and bonus eligibility for most roles.
• 401(k) program and a supportive, collaborative, and inclusive work environment.