Patient (Member) Success Specialist

Job Description

Job Description

Description:

• This is a Remote position but candidate must live in the Orlando or Palm Beach area for required on-site events.
• Bilingual (English/Spanish) highly preferred

ABOUT PEOPLEONE HEALTH:

PeopleOne Health is one of the fastest-growing providers of value-based primary care and has earned the best-in-class member satisfaction scores. We deliver exceptional healthcare that reduces costs and significantly improves health outcomes by focusing on preventive care, behavior change, and keeping people healthier. The key to our successful culture is living our motto: care for yourself; care for each other; care for our members.

JOB SUMMARY:

As a Patient (Member) Success Specialist at PeopleOne Health, you are more than a point of contact—you are a trusted guide and advocate in our members' healthcare journeys. Inspired by hospitality excellence, this role is designed to create memorable, personalized experiences that foster trust, loyalty, and long-term engagement.

You will serve as the primary liaison for new and existing members, ensuring they feel valued, understood, and supported at every stage of their healthcare experience. From pre-enrollment to proactive outreach, your efforts will directly impact member satisfaction, retention and the overall success of our member relationships. This role is generally the first point of contact that our new members have with us, so the impression we leave matters!

At PeopleOne Health, we are committed to transforming healthcare into a personalized, member-centric experience. As a Patient (Member) Success Specialist, you will play a pivotal role in shaping a new standard of care that prioritizes trust, engagement, and improved health outcomes.

SUPERVISORY RESPONSIBILITIES:

This position provides supervision to others: No

ESSENTIAL JOB FUNCTIONS:

• Personalized Onboarding & Enrollment: Welcome new members with warmth and clarity, guiding them through the enrollment process and introducing them to the full spectrum of their health care experience.
• Proactive Outreach: Contact members by phone, text, and email to encourage engagement with available services.
• Trust-Building Communication: Utilize empathetic listening and clear communication to establish strong, trusting relationships, ensuring members feel heard and valued.
• Health Navigation Support: Assist members in understanding and accessing their exclusive member benefits, scheduling appointments, and connecting with appropriate care providers, ensuring a seamless healthcare journey.
• Advocacy & Problem Resolution: Act as a dedicated advocate for members, swiftly addressing any issues or barriers they encounter, and collaborating with internal teams to implement effective solutions.
• Feedback Integration: Collect and relay member feedback to inform continuous improvement initiatives, contributing to the evolution of services and processes that better meet member needs.
• Motivational Guidance: Motivate and guide members to take advantage of all the programs and offerings in their membership to increase engagement across all PeopleOne Health solutions.
• Community Building: Foster a sense of community among members by promoting engagement in clinical programs, educational resources, and our member portal community.
• Event Engager: Participate in onsite client events to further educate eligible population and members, enroll new members and help schedule existing members.
• Enrollment Processing: Assist the team with processing member enrollments accurately and efficiently.
• Member Support: Provide exceptional customer service by responding to prospective member and enrolled member inquiries received via phone, email, and text. Resolve questions efficiently, offer accurate information, and ensure a positive experience with every interaction.

SKILLS & ABILITIES:

• Fluency in English required; bilingual candidates with strong verbal and written skills in Spanish or Creole are preferred.
• Exceptional communication skills, both verbal and written, with the ability to convey information clearly and empathetically.
• Strong problem-solving abilities and a proactive approach to addressing member needs.
• Ability to work collaboratively within a team and across departments to enhance the member experience.

EDUCATION & CERTIFICATIONS :

• High school diploma or equivalent required.
• Associate or Bachelor’s degree in a healthcare related field preferred.

EXPERIENCE:

• Proven experience in customer service, hospitality, or healthcare settings, with a strong emphasis on relationship-building and personalized care.
• Familiarity with healthcare benefits, enrollment processes, and patient navigation is preferred.
• eCW experience is a plus.
• Zendesk experience is a plus.

PHYSICAL REQUIREMENTS:

(The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.)

• While performing the duties of this position, the employee is regularly required to talk or hear
• The employee is occasionally required to stand; walk; sit; and reach with hands and arms
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus
• This is a remote position with occasional travel required to PeopleOne Health offices and onsite client events
• Must occasionally lift and/or move up to 20 pounds
• Must be able to stand for extended periods during events or onsite engagements as needed