Member Experience Specialist - The Philippines

Job description

About Carda Rehab is a pain. So much so that only 10% of qualifying Cardiac and Pulmonary patients attend. At Carda Health, we’ve reimagined rehab. Our program allows patients to complete inspiring, convenient, life-saving therapy remotely. Who are we? We are a team of clinicians, data scientists, mathematicians and repeat entrepreneurs. And a few recovering financiers. Our belief is that technology and data, when applied to the right problem, transforms people’s lives and changes even the most entrenched industries. Carda was founded by Harry and Andrew, two friends from Wharton who share a family history of heart disease and experience with poor access to care. We now work with some of America’s largest and top-ranked hospitals and most innovative insurers. We are fortunate to be backed by some of the best investors in the business who have also backed the likes of Livongo, Hinge, Calm, MDLive, and others. Who are you? You're energized by the dynamic environment of a rapidly growing startup. Detail-oriented yet capable of aligning tasks with broader company objectives, you're dedicated to enhancing operational efficiency and expanding access to transformative therapies. Your hallmark trait is ownership, driving you to rectify inefficiencies and drive results. Adept at collaboration and communication, you excel in both team management and cross-functional initiatives, achieving outcomes swiftly and effectively. Position Overview: The Member Experience Specialist is the first line of support for Carda Health patients. In this role, you will guide patients from enrollment through their first clinical session, ensuring a smooth and welcoming experience. Responsibilities include coordinating appointments, troubleshooting technology issues, and providing ongoing support to keep patients engaged throughout their care. This position blends patient advocacy, operational excellence, and strong communication to deliver a seamless member experience. Key Responsibilities: Patient Onboarding & Support Welcome new patients and confirm delivery of care packages and equipment. Facilitate initial telehealth visits and conduct care package walkthroughs. Guide patients through device setup and navigation of the Carda Health app. Provide clear instructions and ongoing support to ensure patient comfort with technology and program participation. Telehealth Workflow Management Manage check-in and check-out processes for telehealth appointments. Coordinate with providers and internal teams to ensure smooth appointment flow and follow-up. Communication & Advocacy Serve as part of the frontline support team for patients, answering questions and resolving issues with empathy and efficiency. Keep patients engaged, motivated, and informed throughout their care journey. Operational Excellence Accurately document all patient interactions in Salesforce and related systems. Track care package deliveries, referrals, and enrollment statuses to ensure no patient is left behind. Collaborate with clinical, growth, and operations teams to address patient needs and improve workflows. What we look for: 1–3 years of experience in healthcare support, customer success, or another patient-facing role (Telehealth experience preferred). Strong communication skills, with an ability to connect effectively with older adult populations (65+). Comfortable with technology and able to quickly learn new software (experience with Salesforce, EHR, or CRM systems are a plus). Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. Empathetic, patient-focused, and passionate about improving healthcare access and outcomes. Nice to Haves: Sales or Retention Experience: Background in customer success, inside sales, or patient retention to help address common objections and keep patients engaged in their care program. Objection Handling Skills : Ability to listen empathetically, reframe concerns, and guide patients toward staying in the program by reinforcing value and trust. Experience with Older Adult Populations (65+): Comfort working with seniors, understanding their typical questions, concerns, and hesitations, and tailoring communication styles accordingly. Motivational Communication: Skilled at encouraging patients to overcome resistance to technology, remote care, or ongoing participation. Problem-Solving Mindset: Demonstrated ability to anticipate patient concerns (cost, technology, time commitment) and proactively provide solutions. Healthcare or Insurance Knowledge: Familiarity with Medicare/insurance basics to answer common patient questions and reduce confusion around coverage. Confidentiality: Understanding of HIPAA and patient privacy regulations. Why Join Carda Health? Be part of a mission-driven company dedicated to improving lives for patients with chronic conditions. Fully remote role with a supportive and collaborative team culture. Opportunity to grow and develop within a rapidly scaling healthcare startup. Competitive compensation and benefits package.