Job description
As a Senior Member Navigator (Labs) you will be an integral part of the FOLX care team, ensuring that members are supported at every stage of their journey. You are committed to removing non-clinical barriers to care by identifying resources and helping members navigate the healthcare system.
Our Company:
FOLX Health exists to be the leading health and wellness platform for LGTBQIA care, providing end to end services, both virtually and in person, across the spectrum of community needs. We are the north star for innovation in the broader ecosystem by creating joyful, affirming healthcare on one’s own terms and building community and access around those needs.
Our Culture:
Reliability: We show up for our members and each other in service of our mission.
Transparency: Build trust by openly sharing our goals and progress.
Access: Invest in our team by providing the tools and training needed to achieve individual goals.
Agency: We trust our team to get their jobs done.
Note: This position is scheduled to work Monday-Friday.
What You’ll Do:
- Provide a phenomenal support experience in every interaction with FOLX members
- Respond to member inquiries via ZenDesk support tickets in accordance with our most up-to-date policies, procedures, and expected response times
- Assist Member Navigators and Member Advocates with complex lab cases that require escalation; Act as the go-to example for best practices
- Manage daily operations with Quest, in partnership with Member Operations leadership
- Continuously identify knowledge gaps and training opportunities, and create corresponding documentation
- Assist in training new Member Navigators and Member Advocates
- Collaborate with leadership and partner teams by sharing insights you gather from member interactions and vendor management; Identify trends, risks, and opportunities and propose solutions for process improvements that enhance the member experience and create efficiencies for the team
- Learn new tools as needed to help deliver ongoing value to members
- Partner with the Senior Manager of Member Operations on new initiatives as assigned
- Complete other duties as assigned.
What You’ll Bring:
- 3-5 years of experience directly supporting customers/members, ideally in digital health
- Strong communication and writing skills
- Experience with Zendesk or similar ticketing system/CRM
- Experience with Athena or similar EMR
- Commitment to continuously creating an exceptional experience for our members
- Experience as a team lead (individual contributor or manager) a plus
Salary: $65,000 - $75,000
We are proud to be an equal opportunity employer, and do not discriminate on the basis of race, color, ethnicity, national origin, religious affiliation, sex, gender identity, sexual orientation, disability, or any other legally protected status. Here, diversity and inclusion means accepting that everyone’s perspective can teach you something. We’re eager to learn.
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Please note: There has been a recent increase in employment scams. FOLX posts all of our open positions on our careers page at www.folxhealth.com/careers and only contacts candidates from official “@folxhealth.com” email addresses.
