Member Advocate

Job description

Most of what makes American healthcare expensive isn’t medical care. It’s the machinery wrapped around it: middlemen taking a cut, fraud nobody stops, and billing systems designed to fight over payment instead of deliver care. The result is higher premiums, denied claims, surprise bills, and a system patients increasingly experience as adversarial. Arlo is rebuilding health insurance for small businesses from first principles: making sure as much of every premium dollar as possible goes to care instead of getting absorbed by the system around it. We do that by identifying fraud earlier, steering members toward higher-quality and lower-cost care, automating operational overhead, and eliminating vendors whose business exists mostly to take a cut. AI is the foundation that makes this work. We use it across underwriting, operations, clinical programs, and member experience to build an insurer that becomes more efficient as the technology improves. We’re already operating at meaningful scale: profitable, hundreds of millions in premiums, tens of thousands of members covered, and growing quickly through brokers, employers, and partners. Backed by Upfront Ventures, 8VC, and General Catalyst, with a team from Palantir, YC companies, and longtime healthcare operators. # **Role:** As a Member Advocate, you’ll be the first point of contact for members, responding to questions and concerns with empathy and professionalism across text, email, and live messaging. You’ll take ownership of each interaction—helping members navigate their health insurance, benefits, and claims from start to finish. You’ll also work closely with teams across Sales, Product, Operations, and Engineering to continuously improve the member experience. Your goal: to ensure every member feels heard, supported, and confident in their care. You’re best suited to this role if you thrive on solving problems for others, communicate clearly and kindly, and enjoy working across teams to create a better experience for everyone. **Your key focus areas will include:** - **Member Experience:** Deliver fast, thoughtful chat-based support that builds trust and confidence. - **Issue Resolution:** Take ownership of problems, drive them to resolution, and follow through with clear communication. - **Cross-Functional Collaboration:** Work with internal teams to surface insights and improve systems and workflows. - **Process Improvement:** Identify patterns, inefficiencies, or recurring questions and contribute to better tools, resources, and documentation. # **Skills and Qualifications:** - 1-3 years of customer service experience in a health plan/health insurance environment - Strong written and verbal communication skills, with the ability to explain complex topics quickly, clearly, and empathetically. - Comfort using multiple channels and tools (e.g., CRM systems, chat platforms, text, and email support). - Detail-oriented and organized, with strong follow-through and problem-solving skills. - Ability to manage multiple tasks in a fast-paced environment while maintaining a positive member experience. - Passion for helping people and improving the healthcare experience. - Availability to work an 8 hour shift within the timeframe of 8:30 AM – 6:00 PM Eastern Time, with preference given to candidates in Eastern or Central time zones. **Nice to Have:** Experience in care management / clinical care coordination ## **Why Join Arlo:** - High ownership: You’ll get real responsibility from day one—our high-trust team empowers you to run with big problems and shape core parts of the company. - Join an important mission: Your work directly influences how people access care and improves lives at scale. - Growth & expansion: We’re moving fast, and as we grow, your scope will grow with us—new challenges, bigger opportunities, and rapid career velocity. - Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you’ll use AI to fundamentally reimagine how people get healthcare. - High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition. Exact compensation inclusive of salary and any bonuses is determined based on a number of factors including experience and skill level, location, and qualifications which are assessed during the interview process. Arlo is an equal opportunity employer. We do not discriminate based on age, race, color, creed or religion, national origin, sexual orientation, gender identity or expression, military status, sex, disability, predisposing genetic characteristics, marital status, familial status, status as a victim of domestic violence, or arrest or conviction record, as defined under New York State law. 🔒 **Your safety matters to us.** If you're selected to move forward in our hiring process, you'll hear directly from a member of our Recruiting team via an @joinarlo.com email address. We will never ask for personal or financial information outside of our formal onboarding process. When in doubt, please reach out to us to verify at: [recruiting@joinarlo.com](http://joinarlo.com).