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

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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 escalate 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. Additiona

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