Member Experience Representative

This is a fully remote position, open to applicants in Texas.

📋 Description

• Your main responsibility will be managing inbound patient calls, spending the majority of your shift on the phone.

• Provide clear and accurate answers to inquiries regarding prescriptions, refills, subscriptions, appointments, and account statuses.

• Utilize our secure patient portal for follow-up after calls when written documentation or collaboration with providers is necessary.

• Ensure accurate documentation of patient interactions in our systems following each call.

• Redirect complex or clinical issues to the appropriate team in accordance with established protocols.

• Consistently uphold Mochi's quality standards, HIPAA compliance, and patient safety regulations.

⛳️ Requirements

• A minimum of 1 year of experience in a call center, phone support, or patient-facing customer service role.

• Experience in telehealth or healthcare is highly advantageous.

• Bilingual fluency in Spanish and English is preferred; bilingual candidates will be prioritized and compensated at the upper end of our pay range.

• Must display confidence, warmth, and clarity over the phone, enabling patients to trust you quickly.

• You should be organized and capable of managing follow-up tasks across multiple patient interactions.

• A reliable internet connection (at least 25 Mbps), a quiet workspace, and a headset with a microphone are required.

• This position is remote but available only to candidates located in Texas at this time.

🏝️ Benefits

• Variable hourly Performance Bonus: Top performers can anticipate earnings of approximately $20-25/hr.