Customer Service Representative

Job description

About This Role Member Experience Operator exists to make sure our members feel supported, heard, and confident as they navigate their healthcare—especially in moments when they need help the most. In this role, you will: Serve Redirect Health members and internal care teams Be responsible for timely, compassionate member support, accurate documentation, and smooth care coordination Directly impact how safe, supported, and confident members feel when accessing care This is a hands-on role for someone who: Enjoys helping people, problem-solving in real time, and following clear processes Takes ownership and follows through Wants their work to have real-world impact What You’ll Do In this role, you will: Own: Promptly answering incoming calls and texts, managing appointments, and documenting member interactions accurately Support: Members by helping them navigate care, answering questions, and following up so nothing falls through the cracks Collaborate with: Care coordination, clinical teams, and other internal partners to ensure smooth handoffs and next steps Improve: Member experience, response times, and care navigation through attention to detail and process awareness Advocate for: Members by starting with “Yes, we can help you” and raising your hand when something isn’t working A strong performer in this role is known for: Creating calm, reassuring experiences for members Staying attentive to both details and emotions Consistently meeting response-time expectations while delivering compassionate care How Success Is Measured Success in this role is measured by: Responsiveness to incoming calls and texts Accuracy and completeness of documentation in the EMR Member confidence and satisfaction with their care experience Strong teamwork and communication with care and operations teams What We’re Looking For We’re looking for someone who: 1 Year of experience in a Customer Service related role, Required. 1 year of telephonic customer service with heavy call volume, Required. Proficiency in using Microsoft Word, Excel, and an Electronic Medical Record system, Preferred. Bilingual (Spanish/English), Highly Desired. High School Diploma or GED, required. A commitment to compassionate, team-centered care. Various skills and backgrounds welcome! Why Join Redirect Health What “Free Healthcare” Actually Means When we say free, we mean no money out of your paycheck and no cost when you need care: No monthly premiums No cost to add your spouse or children No deductibles (we reimburse them) No out-of-pocket maximums This benefit alone can save families tens of thousands of dollars. What You’ll Earn Salary range: $16.67-$20.00 FREE healthcare for you and your entire family Dental & Vision insurance Paid time off & sick time 401(k) access A mission-driven team that believes in doing the right thing Ready to Make a Difference? If you’re looking for more than just a job—and want to help reshape how healthcare works for families—we’d love to hear from you. Legal Stuff Redirect Health is an Equal Opportunity Employer (EOE). Employment with Redirect Health is at-will. Nothing in this job posting or the application process creates a contract or guarantee of employment. Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities required for this role. Duties, responsibilities, and activities may change at any time with or without notice. Redirect Health does not provide employment-based visa sponsorship now or in the future for this position. Applicants must be currently authorized to work in the United States without sponsorship. Healthcare shouldn’t be something you worry about when taking care of your family. That’s why when you join Redirect Health, your healthcare costs nothing out of your paycheck—and the same is true for your spouse and children. No monthly premiums No deductibles No surprise medical bills Most team members avoid tens of thousands of dollars in healthcare costs compared to traditional health plans. This isn’t a perk. It’s part of our mission. Who We Are Redirect Health exists to make healthcare affordable for small businesses and people who can’t afford traditional employer insurance . We help real people navigate a system that is often confusing, expensive, and frustrating—and we do it with empathy, accountability, and simplicity. If you want your work to matter to families every single day, you’ll find purpose here. How We Work (Our Core Values in Action) At Redirect Health, our values guide how we show up for each other, our clients, and our members. We do our best work when we: Obsess Over People We are always helpful, friendly, and human. Own It to Completion If we take something on, we see it through. Always Improve & Adapt We learn quickly and adjust without ego. Always Start with “Yes, We Can Help You” We lead with solutions and figure out the rest. Succeed as a Team We win together through trust and collaboration. Detest Waste & Unnecessary Complexity We remove friction so we can focus on what truly helps people. If these values resonate with you, you’ll feel at home here.