Senior Member Navigator (Labs) - Remote

Overview

As a Senior Member Navigator (Labs) you will be an integral part of the FOLX care team, ensuring that members are supported at every stage of their journey. You are committed to removing non-clinical barriers to care by identifying resources and helping members navigate the healthcare system.

In Short

• Provide a phenomenal support experience in every interaction with FOLX members
• Respond to member inquiries via ZenDesk support tickets in accordance with our most up-to-date policies, procedures, and expected response times
• Assist Member Navigators and Member Advocates with complex lab cases that require escalation; Act as the go-to example for best practices
• Manage daily operations with Quest, in partnership with Member Operations leadership
• Continuously identify knowledge gaps and training opportunities, and create corresponding documentation
• Assist in training new Member Navigators and Member Advocates
• Collaborate with leadership and partner teams by sharing insights you gather from member interactions and vendor management; Identify trends, risks, and opportunities and propose solutions for process improvements that enhance the member experience and create efficiencies for the team
• Learn new tools as needed to help deliver ongoing value to members
• Partner with the Senior Manager of Member Operations on new initiatives as assigned
• Complete other duties as assigned.

Requirements

• 3-5 years of experience directly supporting customers/members, ideally in digital health
• Strong communication and writing skills
• Experience with Zendesk or similar ticketing system/CRM
• Experience with Athena or similar EMR
• Commitment to continuously creating an exceptional experience for our members
• Experience as a team lead (individual contributor or manager) a plus

Benefits

• Equal opportunity employer
• Diversity and inclusion commitment
• Training and development opportunities
• Remote work flexibility