Member Experience Specialist

Company: Tbwa Chiat/Day Inc
Location: Chicago
Posted on: February 1, 2025

Job Description:

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.Our vision is care that enables everyone to achieve their best health. So, we're creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives - taking full financial accountability for clinical outcomes and the total cost of care across rural counties.As a public benefit corporation and Certified B Corp, Homeward's mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.Homeward is co-founded by a leadership team that defined and delivered Livongo's products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.The OpportunityJoin us in tackling healthcare for rural America! We're seeking a Member Experience Specialist who is passionate about having a positive societal impact and using technology for good - solving issues of health inequity for communities that have been perennially underserved.The Member Experience Specialist is a key role within Homeward, responsible for supporting members with all questions, concerns, and service needs post-engagement. As a Member Experience Specialist, working with our Care Navigation teams, you will serve as the front line contact for our members, ensuring they feel supported, informed, and connected throughout their healthcare journey. This position is ideal for someone with a strong customer service background, a passion for healthcare, and a desire to make a positive impact on the lives of rural populations.What You'll Do:

• Answer inbound calls, emails, and texts from Homeward members, resolving concerns or requests efficiently and effectively.
• Assist members with medical records requests, billing inquiries, appointment scheduling and rescheduling.
• Act as a liaison between members and internal teams such as Care Navigators, RNs and Providers, and Billing to ensure seamless support and continuity of care.
• Conduct outbound calls to check in with members and assess their needs to determine how Homeward can assist.
• Proactively identify gaps in members' care plan adherence and engage them via phone to address these issues.
• Accurately document member interactions to ensure up-to-date information is accessible to the entire team.
• Provide feedback and actionable insights to management to enhance member experience and satisfaction.
• Meet KPIs including: issue resolution rate, time to resolution, appointment scheduling rate, and customer satisfaction scores.What You Bring:
  • 2+ years of experience in customer service, healthcare support, or related field; experience with Medicare Advantage or healthcare services a plus.
  • Strong communication and interpersonal skills, with the ability to build trust and rapport with members from diverse backgrounds.
  • Empathy, patience, and a strong commitment to improving the health and wellbeing of rural populations.
  • Ability to navigate and utilize digital tools, including contact center tools and healthcare software.
  • Strong problem-solving skills, with a proactive approach to addressing member concerns.
  • Exceptional communication skills to support work with different cross-functionally across the organization.
  • Self-motivated, organized, and comfortable working in a remote environment.What Shapes Our Company:
    • Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health.
    • Compassion and empathy.
    • Curiosity and an eagerness to listen.
    • Drive to deliver high-quality experiences, clinical care, and cost-effectiveness.
    • Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact.
    • Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view.
    • Taking our mission and business seriously, but not taking ourselves too seriously - having fun as we build!The base salary range for this position is $45,000 - $60,000 annually. Compensation may vary outside this range depending on a number of factors, including a candidate's qualifications, skills, location, competencies, and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.Apply for this job
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Keywords: Tbwa Chiat/Day Inc, Hoffman Estates , Member Experience Specialist, Other , Chicago, Illinois