[Hiring] Member Experience Representative @Mochi Health

Role Description

We are looking for a compassionate, dependable phone agent to join our Member Experience team. This is a phone-first, inbound-only role — you will spend the majority of your time on calls with Mochi patients helping them navigate their care, understand their medications, and resolve issues quickly and empathetically. Following calls, you will occasionally send brief follow-up messages through our secure patient portal to document or close out requests.

This is an entry-level role with a clear path to permanent employment. We are initially hiring on a temporary basis as we build out our US-based team, with the expectation of converting to a permanent position for strong performers after the pilot period.

What you’ll do

• Handle inbound patient calls as your primary responsibility — you will be on the phones the majority of your shift
• Answer questions about prescriptions, refills, subscriptions, appointments, and account status clearly and accurately
• Follow up via our secure patient portal after calls when written documentation or provider coordination is needed
• Document patient interactions accurately in our systems after each call
• Escalate complex or clinical issues to the appropriate team per established protocols
• Maintain Mochi's quality, HIPAA compliance, and patient safety standards at all times

Qualifications

• 1+ years of experience in a call center, phone support, or patient-facing customer service role
• Telehealth or healthcare experience is a strong plus
• Spanish and English fluency is preferred — bilingual candidates will be prioritized and compensated at the higher end of our range
• Confident, warm, and clear on the phone — patients trust you quickly
• Organized and able to manage follow-up tasks across multiple patient interactions
• Reliable internet connection (minimum 25 Mbps), quiet workspace, and a headset with microphone
• Located in Texas — this role is remote but we are hiring in this state only at this time

Schedule

• Part-time (~24 hours/week). Two shifts available/daily; expected to take 4 shifts a week; cannot take more than one shift/day — 8-2 PM CT or 2-8 CT:
• Day Shift: 8:00 AM – 2:00 PM CT, five days per week including rotating weekends
• Evening Shift: 2:00 PM – 8:00 PM CT, five days per week including rotating weekends
• Weekend availability is strongly preferred.

Compensation

• Hourly Rate:
• English only $15/hr
• Bilingual (English/Spanish) $17/hr
• Variable hourly Performance Bonus: Top performers can expect to make ~$20-25/hr

Workplace Policy

Mochi Health is an in-person company based in San Francisco, CA. Our team works together in person five days a week to foster collaboration, innovation, and strong connections. We believe that face-to-face interaction builds a culture of excellence and allows us to deliver the best outcomes for the patients and providers we serve.

Equal Opportunity

Mochi Health is an Equal Opportunity Employer. We make all employment decisions based solely on merit. We provide equal employment opportunities to all applicants and employees without discrimination on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, disability status, or any other applicable legally protected characteristic. We prohibit any form of discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Candidate Privacy Notice

Please review Mochi Health's Candidate Privacy Notice here.

Accommodations

Mochi Health complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local laws. We will reasonably accommodate qualified individuals with a disability during the application process and throughout employment as required by law.

If you need any assistance or accommodations due to a disability, please contact us at [email protected].