Member Experience Coordinator - East Coast

Join Summus, where we’re not just innovating, we’re revolutionizing the health journey! 

We’re on the lookout for outstanding, authentic, and accountable humans to join our dynamic team at Summus in the role of Member Experience Coordinator - East Coast within our Member Experience department.

At Summus, our teammates are part of a high-performing, mission-driven team grounded in our core values of authenticity, excellence, accountability, and of service. We power doctor-led specialty expertise and clinical navigation programs that help people make better health decisions at critical moments and deliver meaningful impact for members, employers, and health plans.

At Summus, you’ll work alongside thoughtful, driven humans who hold a high bar for themselves and each other. We care deeply about outcomes, act with integrity, and show up every day in service of those we support. If you’re excited to do meaningful work, grow with a strong team, and help transform how healthcare is experienced, you’ll feel right at home here.

Ready to revolutionize clinical navigation and drive transformative change in healthcare?

Apply today and become part of our passionate team dedicated to connecting patients, caregivers, families, and physicians with top-tier medical expertise - anytime, anywhere. Join Summus, where we’re not just innovating - we’re revolutionizing the health journey! 

Job Summary

Our Member Experience team is seeking a East Coast–based Coordinator with a background in healthcare and client service who is passionate about helping families navigate complex healthcare needs.

In this role, you will provide high-touch, personalized support to members facing medical concerns for themselves or a loved one. Working closely with the Member Experience team, you will help guide members through their healthcare journey and ensure a seamless, compassionate experience at every touchpoint.

This is a fully remote position, working East Time Zone business hours for candidates located on the East Coast of the United States. Candidates located in the Tri-State/NYC area have the option to work hybrid schedule from our NYC office.

Responsibilities

• Can-do attitude! Go above and beyond to provide our members with the guidance and answers they need
• Building strong relationships with our members and ensuring their satisfaction with our services
• Maintain accountability and responsibility for execution of time-sensitive member requests, including virtual Expert Consultations with top medical experts, vetted physician referrals, and identifying centers of excellence
• Identifying opportunities to improve the member experience and collaborating with our team to implement changes
• Maintaining accurate records of member and physician interactions
• Assisting with new member onboarding
• Demonstrate empathy, kindness, and understanding in all interactions with members
• Recruit new medical experts to join our physician membership through targeted and timely outreach by phone, email, and other methods
• Respond to member requests via email, phone, and text
• Resolving time-sensitive support issues and concerns in a timely and efficient manner
• Collaborate with your Manager and Clinical Lead to deliver on project needs to maximize commercial outcomes with employer and individual clients

Requirements

• 1+ years in a clinical setting or member experience role plus a BSN, PA, or advanced degree in a relevant healthcare discipline or 3 years of professional experience in patient- or client-facing roles plus a Bachelor’s degree in related field (e.g., Biology, Chemistry, Psychology, Healthcare Public Policy, English, History, or Communications).
• Passion for creating exceptional member experiences in healthcare
• Aptitude for learning new products 
• Ability to break down complex topics and explain them simply
• High emotional quotient and comfort dealing with sensitive topics
• Strong interest in the intersection of client service, service operations, healthcare, and technology
• Ability to work independently and as part of a team
• Strong organizational and time-management skills
• Appreciation for the role data and metrics play in growing a business successfully
• Impeccable attention to detail and strong problem-solving skills
• Ability and initiative to handle increasing responsibility over time
• Receptive to close coaching and feedback
• Experience with CRM software
• Must be located on the East Coast
• Bilingual in English/Spanish is a plus

If you don’t check every box but see yourself contributing to our team of talented individuals, we want you to apply. We seek to engage with smart, authentic individuals who want to make a meaningful difference in healthcare.

Benefits

• Medical, dental, and vision insurance for you and your dependents
• 401(k) with company match (Traditional & Roth)
• Company-paid life, AD&D, and disability coverage
• Optional supplemental life insurance
• FSA and HSA options
• Paid parental leave for all caregivers
• Complimentary access to the Summus platform for you and your loved ones
• Unlimited PTO + paid holidays, sick time, bereavement, and a Volunteer Day Off
• Flexible, team-first culture with remote or hybrid work depending on role

At this time, we are unable to provide sponsorship or visa assistance for candidates. Only applicants who are authorized to work in the United States without requiring sponsorship are eligible to apply.

Salary range is $65,000 - $80,000 annually plus bonus depending on experience.