[Hiring] Associate Member Support Specialist @Hinge Health

Role Description

As part of our Member Support team, you'll assist current and prospective members throughout their journey with Hinge Health. In this multifaceted role, you’ll become an expert in all things Hinge Health including our program’s offerings, eligibility and enrollment, and billing. You’ll use critical thinking and problem-solving skills to address member questions and concerns while navigating between multiple tools and systems. Your goal will be to provide top-notch and efficient resolutions for members and deliver a best-in-class experience.

Though entry-level, this position is ideal for an applicant with 1-2 years in a member-facing role. The right candidate will be solution-oriented with a growth mindset, the ability to work independently, and have strong writing and interpersonal skills.

We’re rapidly-growing, which means things here evolve quickly and you will need to be adaptable and comfortable with some ambiguity. This also means that you’ll have the opportunity to grow in your role as the company grows, and contribute to its future success. We’re firm believers in letting you own your role and strongly encourage continuous learning and development.

What You'll Accomplish

• Become an expert in all things Hinge Health, including solutions to common member challenges and troubleshooting techniques.
• Strengthen the members’ relationship with Hinge Health by interacting with them in a friendly, yet professional manner while providing best-in-class support, answering questions and providing solutions in a timely, efficient manner across email, phone, and chat.
• Ensure prompt and clear communication for Members while conveying warmth and empathy.

Qualifications

• Available to work a variable schedule, with work hours based on business needs. This includes shifts within our hours of operation (4:00am–8:00pm PST), which may include evenings, weekends, and holidays as required.
• At least one year of experience in a call center or customer-facing role.
• Excellent Member facing communication skills (spoken and written), along with strong soft skills.
• Confidence managing multiple processes and workflows simultaneously.
• Able to effectively work in a remote environment and be depended on for excellent punctuality and communication.

Preferred Qualifications

• Bachelor’s degree or equivalent experience.
• Experience working in a remote environment.
• Experience working in fast paced environments.
• Familiarity with HIPAA regulations.
• Experience with Zoom Contact Center and Zendesk, or similar call and ticketing systems.
• Experience working with AI.

Benefits

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development.
• Grow with us: Grow with us through discounted company stock through our ESPP with easy payroll deductions.

Company Description

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare, starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. Our AI-powered, human-centered care model spans MSK, pelvic health, gastrointestinal (GI) and migraine care. With over 60 partnerships with health plans, PBMs and other ecosystem partners, Hinge Health is available to over 25 million people across more than 2,900 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at hingehealth.com.