Member Experience Specialist - Remote

Overview

The Member Experience Specialist plays a crucial role in navigating complex member escalations and enhancing member satisfaction through data analysis and cross-functional collaboration.

In Short

• Monitor case accuracy and data input for valid analysis
• Review MSAT data to identify trends in member satisfaction
• Maintain MSAT related dashboards and visuals
• Create action plans to address widespread issues
• Drive improvements through strategic contacts
• Provide a single point of contact for complex member issues
• Draft Job Aids for new initiatives
• Manage SOPs for current directives
• Mentor Member Experience Specialists
• Train new hires and assist in onboarding

Requirements

• Mastery of de-escalation techniques
• Competence with data reading and cleaning
• Create compelling visuals from data
• Show initiative to identify and solve issues
• Manage multiple priorities effectively
• Highly organized with minimal supervision
• Demonstrates high emotional intelligence and empathy

Benefits

• Support team morale through difficult cases
• Opportunity to impact member satisfaction
• Collaborative work environment