[Hiring] Member Services Executive @Fuze Health

Role Description

The Member Services Executive operates at the intersection of digital tech support and patient-centered care. In this role, you will deliver empathetic, high-touch support across our at-home clinical testing workflows—guiding members through account creation, sample collection, MFA authentication, and kit logistics. You will work closely with our clinical team to ensure members seamlessly enroll in health programs, receive accurate guidance, and access their health insights with confidence.

Key Responsibilities

• Member Care & Health Navigation
  • Inbound Support: Answer member inquiries via phone and email regarding account setup, test kit administration, sample collection instructions, and secure access to test results.
  • Outbound Engagement: Conduct proactive outreach calls to enroll eligible members in tailored health programs and follow up on pending test kit returns.
  • Clinical Collaboration: Coordinate directly with clinical personnel to escalate complex cases, ensuring care pathways adhere to health program guidelines and quality standards.
• Technical Support & Operations
  • System Troubleshooting: Guide members through digital platform navigation, portal access, and multi-factor authentication (MFA) setup.
  • Health Record Management: Maintain thorough, confidential, and compliant documentation of member interactions in Salesforce.
  • Platform Quality Assurance: Assist in testing new platform features, tools, and system enhancements to ensure they meet Care Team specifications.
  • Process Optimization: Identify operational bottlenecks and recommend improvements to Standard Operating Procedures (SOPs) to elevate the member experience.

Qualifications

• Required
  • Bi-Lingual: Native or full professional fluency in both English and Spanish (written, verbal, and comprehension).
  • Experience: 2+ years of experience in an inbound/outbound call center or customer-facing role (healthcare or digital health environment preferred).
  • Education: Bachelor’s Degree or equivalent practical experience.
  • Tech Proficiency: High digital literacy with hands-on experience using CRM tools (Salesforce) and Google Workspace.
  • Communication: Exceptional written, verbal, and interpersonal communication skills with strong active listening abilities.
  • Core Competencies: High emotional intelligence, natural empathy for patient health journeys, and strong problem-solving skills in a fast-paced environment.
• Preferred
  • Background in technical support, helpdesk, or SaaS product support.
  • Hands-on experience with cloud contact center platforms such as Amazon Connect.
  • Prior experience navigating HIPAA or confidential patient data environments.

Requirements

• Fully remote/WFH roles.
• Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds.
• The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.
• Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health’s policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Benefits

• Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from.
• 401(k) retirement savings plan.
• Group life insurance, accidental death and dismemberment (AD&D) insurance.
• Flexible spending account (FSA) and health savings account (HSA).
• Commuter benefits.
• Employer-paid short-term (STD) and long-term disability (LTD) insurance.
• Additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program).
• Flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees).
• Eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month.