Member Services Executive (Bilingual: English / Spanish) - Fuze Services

Job Summary About Fuze Health At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments – and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs. Fuze Health’s foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. Our growing portfolio brings together the capabilities of industry leaders including LetsGetChecked, Truepill, and Alto Pharmacy, to create a distinctive, unified force in healthcare. Together, we have the shared vision, advanced capabilities and talented teams to deliver next-generation solutions that patients and healthcare partners need today and into the future. LetsGetChecked / Fuze Services is a leading at-home health testing company with a platform that allows consumers to discover and access personalized health information conveniently, confidentially, and accurately. We empower people to take an active role in their health to live longer, happier lives. Job Summary The Member Services Executive operates at the intersection of digital tech support and patient-centered care. In this role, you will deliver empathetic, high-touch support across our at-home clinical testing workflows—guiding members through account creation, sample collection, MFA authentication, and kit logistics. You will work closely with our clinical team to ensure members seamlessly enroll in health programs, receive accurate guidance, and access their health insights with confidence. Job Description Key Responsibilities Member Care & Health Navigation Inbound Support: Answer member inquiries via phone and email regarding account setup, test kit administration, sample collection instructions, and secure access to test results. Outbound Engagement: Conduct proactive outreach calls to enroll eligible members in tailored health programs and follow up on pending test kit returns. Clinical Collaboration: Coordinate directly with clinical personnel to elevate complex cases, ensuring care pathways adhere to health program guidelines and quality standards. Technical Support & Operations System Troubleshooting: Guide members through digital platform navigation, portal access, and multi-factor authentication (MFA) setup. Health Record Management: Maintain thorough, confidential, and compliant documentation of member interactions in Salesforce. Platform Quality Assurance: Assist in testing new platform features, tools, and system enhancements to ensure they meet Care Team specifications. Process Optimization: Identify operational bottlenecks and recommend improvements to Standard Operating Procedures (SOPs) to elevate the member experience. Qualifications & Skills Required Bi-Lingual: Native or full professional fluency in both English and Spanish (written, verbal, and comprehension). Experience: 2+ years of experience in an inbound/outbound call center or customer-facing role (healthcare or digital health environment preferred). Education: Bachelor’s Degree or equivalent practical experience. Tech Proficiency: High digital literacy with hands‑on experience using CRM tools (Salesforce) and Google Workspace. Communication: Exceptional written, verbal, and interpersonal communication skills with strong active listening abilities. Core Competencies: High emotional intelligence, natural empathy for patient health journeys, and strong problem‑solving skills in a fast‑paced environment. Preferred Background in technical support, helpdesk, or SaaS product support. Hands‑on experience with cloud contact center platforms such as Amazon Connect. Prior experience navigating HIPAA or confidential patient data environments. Additional Information Fully remote/WFH roles : Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions. Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Fuze Health’s policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship. Salary and Benefits Compensation Range : $19-$21 Commission Eligible: No Travel No Location Requirement: Fuze Health is limited to individuals residing in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington (WA), Wisconsin. Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. Benefits - Fuze Health Full-time employee benefits include: dental, vision, and multiple group medical plans to choose from, a 401(k) retirement savings plan, group life insurance, accidental death and dismemberment (AD&D) insurance, flexible spending account (FSA) and health savings account (HSA), commuter benefits, employer-paid short-term (STD) and long-term disability (LTD) insurance, and additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program). Employees are also provided flexible vacation time, accrued paid sick time, 10 paid holidays, (2 floating holidays for full time non-exempt employees) , and eight weeks of paid parental leave for eligible employees, additional paid weeks for the birthing parent, 4 weeks paid caregiver leave, and a Lifestyle Spending Account allowance each month. More Benefits Information Here: Fuze Health Benefits Site Application deadline : Ongoing until filled #LI-Remote Equal Opportunity Employer Fuze Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at . Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws. We are an E-Verify participating company. Use of Automated Decision Tools Fuze Health recruiters and hiring managers may use automated decision tools to help identify candidates who match the stated job requirements, and to what extent. These tools are designed to help ensure fairness in all aspects of the hiring process by providing recruiters and hiring managers with data-backed insights based on information provided in your resume, including work experience, education, and other skills. Fuze Health does not use automated decision tools to make hiring decisions; hiring decisions always involve human review and input. If you have any questions or would like to request an alternative process, please contact us a t . 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