Member Care Operations Associate

Accountabilities:

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