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Member Support Specialist

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Compensation: $23.00 - $24.00 per hour

Schedule: M-F 9:00 am - 5:30 pm EST

Why Workit:

Workit Health is an industry-leading provider of demand, evidence-based telemedicine care. Our programs are based in harm reduction, and bring together licensed clinicians who really listen, FDA-approved medication, online recovery groups and community, interactive therapeutic courses, and care for co-existing conditions. Workit Health's patient-centered telemedicine model is improving clinical outcomes and eliminating barriers to treatment, making long-term recovery accessible to individuals who need it, without disrupting their daily lives.

We're excited to expand out team as our impact and coverage areas continue to grow. Our team members are dedicated and passionate about our mission of making exceptional, judgement-free care for addiction more accessible.

We believe everyone deserves respectful, effective treatment for substance use disorder at the moment they're ready for it. We're looking for driven and compassionate individuals who share this goal. Join us in reducing stigma, saving lives and changing the way addiction is treated in America.

Member Support Specialist serve as the highest level of technical support escalation for our members. They are compassionate, accurate and data-oriented, with a high level of technical expertise. They play a crucial role in providing technical assistance and support to Workit's members by helping resolve complex technical issues and being the ultimate level of escalation for member support tickets. Member Support Specialist mentor and train staff on technology and support trends that may impact our members and their use of technology and our Workit app.

Job Summary:

Core Responsibilities:

Provide escalated member support for device-related issue, including audio, video, connectivity and other app of member profile concerns.
Exhibit knowledge and empathy during member interactions to provide reassurance and cultivate a positive support experience.
Review the details in escalated Member Support tickets to ensure the Member Experience team is addressing issues effectively and meeting required standards.
Proactively share new solutions and workarounds with the Member Experience team by communicating updates to troubleshooting methods, ensuring the team is well-equipped to handle emerging issues.
Collaborate with the product engineering team to provide process improvements for the member's experience, while bridging feedback to the engineering team to drive enhancements.
Maintain and update Member Support knowledge base articles to ensure the Member Experience team has efficient, accurate and up to date information.
Ensure that knowledge base articles are updated to reflect the most current steps by staying informed of any Android or iOS software updates.
Provide excellent customer service and communication throughout the support process, ensuring support meets or exceeds SLA standards.

Qualifications:

At least 3 years of overall IT helpdesk or technical support experience.
2 years of experience in a patient facing or healthcare specific support role.
Experience supporting mobile applications, highly skilled in troubleshooting application issues on both iOS and Android devices.
Familiarity with healthcare and patient privacy regulations.
Experienced in creating, updating, and maintaining knowledge-based articles to ensure accuracy and accessibility.
Maintain professionalism, empathy, and patience when interacting with members regardless of their technical proficiency or level of frustration.

Benefits:

5 weeks PTO (includes your birthday, 2 mental health days, and 2 floating holidays!)
11 paid holidays
Comprehensive health, dental, pharmacy, and vision insurance with options to fit your family's needs
Company contributions to dependent premiums at higher than market rates (65%)
12 weeks paid Parental Leave after 1 year of employment (includes maternity, paternity, adoption, and all ways in which our people build modern families)
401k + matching
Healthcare & dependent care Flexible Spending Accounts (FSA)
Flexible schedules and flex-time work for all full-time and part-time employees
Employee assistance program, complete with financial coaching and counseling sessions
Professional development allowance for healthcare providers
Opportunities for professional development and growth within the company
Fully remote roles throughout the company
Vibrant, employee-driven cultural initiatives including multiple ERG groups
Colleagues who care deeply about closing health disparity gaps within the addiction space for underserved populations

As we are an addiction recovery company, founded by people in recovery, those in addiction recovery themselves are encouraged to apply. Workit Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on 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, status as an individual with a disability, or other applicable legally protected characteristics.

Workit Health Glassdoor Company Review

3.2

Workit Health DE&I Review

3.53

CEO of Workit Health

Gil Kochman

Approve of CEO

Average salary estimate

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What You Should Know About Member Support Specialist, Workit Health

Are you ready to make a real impact in the world of telemedicine? Join Workit Health as a Member Support Specialist! In this pivotal role, you'll be the go-to technical support expert, helping our members navigate their journey toward recovery with compassion and expertise. Here at Workit, we pride ourselves on delivering evidence-based care that meets individuals wherever they are in their recovery process. Your technical skills will be put to the test as you troubleshoot complex issues related to our app and device functionality, ensuring our members have the best experience possible. But it’s not just about fixing problems; it's about fostering relationships and instilling confidence in those we serve. You’ll also play a critical role in mentoring our support team, sharing knowledge and solutions that streamline our processes and enhance the member experience. By collaborating closely with our product engineering team, you'll help gather feedback that can drive improvements to our services. We are looking for someone who embodies our mission of reducing stigma around addiction treatment and offering exceptional, judgment-free support. Plus, you'll enjoy competitive compensation, generous time off policies, and a focused work-life balance. If you have a background in IT support, particularly in healthcare, and you live and breathe customer service, Workit Health wants to hear from you! Together, let’s revolutionize how addiction treatment is delivered!

Frequently Asked Questions (FAQs) for Member Support Specialist Role at Workit Health

What are the key responsibilities of a Member Support Specialist at Workit Health?

As a Member Support Specialist at Workit Health, your primary responsibilities include providing escalated technical support for various device-related issues such as audio, video, and connectivity problems, as well as supporting our app users. You will review escalated member support tickets to ensure effective resolution and cultivate a positive experience through empathy and reassurance. Additionally, you're responsible for mentoring team members, updating knowledge base articles, and collaborating with the product engineering team to implement process improvements.