Member Experience Representative (English & Spanish speaking)

📋 Description

• • Mochi Health is revolutionizing the healthcare landscape by addressing fundamental issues that prevent patients from accessing the right care, understanding costs, and obtaining necessary medications. We are building an innovative, AI-driven marketplace designed to make healthcare discoverable, seamlessly connecting patients with appropriate providers, transparent pharmacy pricing, and affordable medication options. Our rapid growth is a testament to our ability to blend clinical expertise with technology that genuinely serves real people, moving beyond the limitations of traditional hospital systems.
• • As a Member Experience Representative, you will be the crucial bridge between our valued patients and the Mochi Health platform. Your primary responsibility will be to ensure patients receive exceptional care and support by expertly answering their inquiries, efficiently resolving any issues they encounter, and proactively assisting with prescription refill requests. This role demands a high level of empathy, clear communication, and a commitment to patient well-being.
• • You will be the first point of contact for many of our members, handling inbound communications via both phone and email. Your ability to provide clear, accurate, and timely information will be paramount in building trust and ensuring a positive member experience. This involves thoroughly understanding Mochi Health's services, pricing structures, and medication management processes to address a wide range of member needs.
• • A key aspect of this role is managing inbound messaging queues and meticulously handling prescription refill cases. This requires attention to detail, adherence to protocols, and a proactive approach to ensure continuity of care for our members. You will be instrumental in helping patients manage their ongoing medication needs without disruption.
• • To effectively perform your duties, you must maintain a reliable and high-speed internet connection. This is non-negotiable to ensure consistent, uninterrupted communication with our members and seamless collaboration with your team. Reliable connectivity is the backbone of our remote operations and essential for delivering our service promise.
• • Collaboration and effective communication are vital. You will work closely with your team members and other departments within Mochi Health to troubleshoot complex issues, share insights, and contribute to a cohesive support system. Your ability to articulate problems and solutions clearly will be highly valued.
• • Your performance will be consistently monitored, and regular feedback will be provided. This process is designed to support your professional development, ensure the highest quality of work, and maintain our commitment to service excellence. We believe in continuous improvement and empowering our team members to excel.
• • This role offers a unique opportunity to be part of a mission-driven organization that is fundamentally changing how people interact with healthcare. You will contribute directly to making healthcare more affordable, more human, and significantly more intuitive. By joining Mochi Health, you will be working alongside a team that champions bold thinking, fosters inclusive collaboration, and is dedicated to bringing meaningful work to life. If you aspire to make a significant impact and undertake the most fulfilling work of your career, this is the ideal environment for you.
• • The position requires a strong command of both English and Spanish, enabling you to serve a diverse patient population effectively. Your bilingual skills will be a significant asset in ensuring all members feel understood and supported, regardless of their preferred language.
• • You will be expected to manage your workload efficiently, prioritize tasks, and maintain a high level of productivity while upholding our standards for quality and member satisfaction. This includes managing your time effectively across different communication channels and case types.
• • Contributing to the continuous improvement of our member experience processes is also encouraged. Your insights from direct member interactions can help us identify areas for enhancement and innovation within our platform and services.
• • Ultimately, this role is about empowering patients by providing them with the information, support, and resources they need to navigate the healthcare system with confidence and ease, embodying Mochi Health's patient-centric approach.