Member Experience Specialist

About the Role

Thatch is looking for a passionate Member Experience Specialist to serve as the primary human touchpoint for members navigating their healthcare needs. This role involves guiding members through their benefits, offering empathetic assistance in complex situations, and ensuring they feel supported throughout their entire journey.

Responsibilities

• Deliver exceptional frontline support via phone and email, addressing inquiries and resolving concerns related to benefits, insurance, and Thatch's core workflows.
• Consistently meet service level agreements (SLAs) and defined success metrics that indicate excellent support.
• Manage support cases from start to finish, responding swiftly with empathy and providing thorough solutions.
• Recognize recurring challenges and collaborate with cross-functional teams like Operations, Engineering, Customer Success, and Product to tackle root causes.
• Contribute to enhancements in internal processes, update support documentation, and develop resources that boost team efficiency and member satisfaction.
• Work in coordination with Employer Support and other Operational teams on overlapping workflows.

Candidate Background and Experience

• Between 1 to 4 years of experience in customer support, healthcare, health technology services, or roles involving direct member interaction.
• Excellent communication skills, both written and verbal, capable of simplifying complex topics for varied audiences and remaining clear during high-pressure situations.
• Keen enthusiasm for roles at the convergence of health technology and financial technology, supporting intricate products.
• Strong collaborative skills to work effectively with Operations, Product, and Engineering teams for solving customer challenges and enhancing the overall experience.
• Proven ability to perform well under pressure, maintaining quality work at a rapid pace.

Preferred Experience

• Previous exposure to health insurance, ICHRA, or complex financial and compliance product support.
• A track record of proactively creating customer resources such as help articles, instructional videos, or templates that lower support demand.
• A history of exceptional customer feedback and being a role model for quality within peer groups.

Recruitment Process

The selection process is rigorous, reflecting the trust placed in team members. Candidates can expect multiple 30-minute video interviews that evaluate everyday tasks and culture fit, including discussions with hiring managers, team members, and founders, along with a live case study assessment.

Compensation

The salary range for this position is between $65,000 and $80,000 USD annually.

About Thatch

Thatch is an early-stage, fully distributed company focused on innovating healthcare delivery in America through technology. The team is known for being friendly, fast-paced, and motivated to transform healthcare.