Associate Member Support Specialist

About the company

We’re rapidly-growing, which means things here evolve quickly and you will need to be adaptable and comfortable with some ambiguity. This also means that you’ll have the opportunity to grow in your role as the company grows, and contribute to its future success. We’re firm believers in letting you own your role and strongly encourage continuous learning and development.

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare, starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. Our AI-powered, human-centered care model spans MSK, pelvic health, gastrointestinal (GI) and migraine care. With over 60 partnerships with health plans, PBMs and other ecosystem partners, Hinge Health is available to over 25 million people across more than 2,900 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at http://hingehealth.com.

Your tasks

The Opportunity As part of our Member Support team, you'll assist current and prospective members throughout their journey with Hinge Health. In this multifaceted role, you’ll become an expert in all things Hinge Health including our program’s offerings, eligibility and enrollment, and billing. You’ll use critical thinking and problem-solving skills to address member questions and concerns while navigating between multiple tools and systems. Your goal will be to provide top-notch and efficient resolutions for members and deliver a best-in-class experience.

What You'll Accomplish

• Become an expert in all things Hinge Health, including solutions to common member challenges and troubleshooting techniques
• Strengthen the members’ relationship with Hinge Health by interacting with them in a friendly, yet professional manner while providing best-in-class support, answering questions and providing solutions in a timely, efficient manner across email, phone, and chat
• Ensure prompt and clear communication for Members while conveying warmth and empathy

Requirements

Though entry-level, this position is ideal for an applicant with 1-2 years in a member-facing role. The right candidate will be solution-oriented with a growth mindset, the ability to work independently, and have strong writing and interpersonal skills.

Basic Qualifications

• Available to work a variable schedule, with work hours based on business needs. This includes shifts within our hours of operation (4:00am–8:00pm PST), which may include evenings, weekends, and holidays as required.
• At least one year of experience in a call center or customer-facing role
• Excellent Member facing communication skills (spoken and written), along with strong soft skills
• Confidence managing multiple processes and workflows simultaneously
• Able to effectively work in a remote environment and be depended on for excellent punctuality and communication

Preferred Qualifications

• Bachelor’s degree or equivalent experience
• Experience working in a remote environment
• Experience working in fast paced environments
• Familiarity with HIPAA regulations
• Experience with Zoom Contact Center and Zendesk, or similar call and ticketing systems
• Experience working with AI

What we offer

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development.
• Grow with us: Grow with us through discounted company stock through our ESPP with easy payroll deductions.

Other

Culture & Engagement Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

Beware of Phishing Attempts: We’ve noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We’ll never ask for financial details during the hiring process and only use “@http://hingehealth.com” emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com.

Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@http://hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com.