Member Support Specialist (Hybrid)

Member Success Advocate

Healthcare shouldn't be something you worry about when taking care of your family.

That's why when you join Redirect Health, your healthcare costs nothing out of your paycheckand the same is true for your spouse and children.

• No monthly premiums
• No deductibles
• No surprise medical bills

Most team members avoid tens of thousands of dollars in healthcare costs compared to traditional health plans.

This isn't a perk. It's part of our mission.

Who We Are

Redirect Health exists to make healthcare affordable for small businesses and people who can't afford traditional employer insurance.

We help real people navigate a system that is often confusing, expensive, and frustratingand we do it with empathy, accountability, and simplicity.

If you want your work to matter to families every single day, you'll find purpose here.

How We Work (Our Core Values in Action)

At Redirect Health, our values guide how we show up for each other, our clients, and our members.

We do our best work when we:

• Obsess Over People We are always helpful, friendly, and human.
• Own It to Completion If we take something on, we see it through.
• Always Improve & Adapt We learn quickly and adjust without ego.
• Always Start with "Yes, We Can Help You" We lead with solutions and figure out the rest.
• Succeed as a Team We win together through trust and collaboration.
• Detest Waste & Unnecessary Complexity We remove friction so we can focus on what truly helps people.
• If these values resonate with you, you'll feel at home here.

About This Role

Member Success Advocate exists to turn complex challenges into positive, meaningful outcomes for our membersensuring every interaction ends with clarity, support, and trust.

In this role, you will:

• Serve Redirect Health members by supporting them through escalated issues and complex healthcare challenges
• Be responsible for resolving member concerns, improving their experience, and ensuring timely, thoughtful follow-through
• Directly impact how members experience healthcare by making it simpler, more human, and easier to navigate

This is a hands-on role for someone who:

• Enjoys problem-solving, helping people, and turning difficult situations into positive outcomes
• Takes ownership and follows through
• Wants their work to have real-world impact

What You'll Do

In this role, you will:

• Own the resolution of escalated member issues by investigating, analyzing, and delivering timely, thoughtful solutions.
• Support members by engaging with empathy, actively listening to their concerns, and guiding them through next steps.
• Educate members on their health benefit plan and the Redirect Health Application to assist members utilizing their health care benefits.
• Collaborate with providers, internal teams, and cross-functional partners to ensure seamless and effective issue resolution.
• Improve member experience by identifying trends, providing feedback, and helping prevent future issues.
• Advocate for members by ensuring they feel heard, supported, and confident in their care and coverage.

A strong performer in this role is known for:

• Staying calm and solution-focused in complex or high-pressure situations.
• Communicating clearly, simply, and with empathy.
• Consistently turning challenging situations into positive member experiences.

How Success Is Measured

Success in this role is measured by:

• Timely and effective resolution of escalated member issues.
• Positive member experience and satisfaction following issue resolution.
• Accuracy and completeness of documentation and follow-through.
• Strong collaboration with internal teams to resolve issues and improve processes.
• Fluency of the Redirect Health benefit plans.

What We're Looking For

We're looking for someone who:

• Brings at least 1 year of experience in a customer service role, with a strong emphasis on phone communication.
• Communicates clearly and with empathy, especially in high-touch or sensitive situations.
• Is bilingual (English/Spanish) and able to support a diverse member population.
• Takes ownership of problems and follows through to resolution.
• Enjoys simplifying complex issues and helping others understand their options.
• Works well across teams and collaborates effectively with both clinical and operational partners.
• Is comfortable using tools like Microsoft Word, Excel, and Outlook in a fast-paced environment.
• Is reliable, team-oriented, and self-motivated.
• Holds a High School Diploma or GED.
• Cares deeply about helping people and improving their experience.
• Must be based in the Phoenix, AZ area or able to reliably commute to an in-person work environment.

Why Join Redirect Health

What "Free Healthcare" Actually Means

When we say free, we mean no money out of your paycheck and no cost when you need care:

• No monthly premiums
• No cost to add your spouse or children
• No deductibles (we reimburse them)
• No out-of-pocket maximums

This benefit alone can save families tens of thousands of dollars.

What You'll Earn

• Pay range: $19.84-$23.87
• FREE healthcare for you and your entire family
• Dental & Vision insurance
• Paid time off & sick time
• 401(k) access
• A mission-driven team that believes in doing the right thing
• This is a fully in-person position located in Phoenix, AZ

Ready to Make a Difference?

If you're looking for more than just a joband want to help reshape how healthcare works for familieswe'd love to hear from you.

Legal Stuff

Redirect Health is an Equal Opportunity Employer (EOE). Employment with Redirect Health is at-will. Nothing in this job posting or the application process creates a contract or guarantee of employment. Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities required for this role. Duties, responsibilities, and activities may change at any time with or without notice. Redirect Health does not provide employment-based visa sponsorship now or in the future for this position. Applicants must be currently authorized to work in the United States without sponsorship.