Member Engagement & Support Specialist

Grouper administers group fitness benefits and programs on behalf of the nation’s largest health plans. We engage older adults through group activities and cover the cost of participation. The Grouper Benefit enables our members to do activities they love with people
they value, driving plan engagement and improved health outcomes.

Grouper’s mission is to encourage healthy living through activities that build meaningful social connections and shared experiences. Social connection is a powerful antidote to social isolation and loneliness – conditions that have significant and detrimental impacts on health, quality of life, and healthcare costs.

Grouper supports social connection among older adults in the following ways:

  • Connecting them to a proprietary network of unique groups that offer activities like bridge, bowling, gardening, pickleball, walking, and more
  • Building and managing communities that serve our members’ passions
  • Supporting existing groups and communities to foster greater connection

About the Role:
As Grouper continues to grow, we continue to build our Member Engagement and Support team. Our Member Engagement and Support team is responsible for providing exceptional support to our members by being available to answer their questions and help troubleshoot any issues that may occur. We handle a high volume of inbound cal ls and are also responsible for making outbound calls to members offering support to help them to complete onboarding, confirm information needed to check their eligibility, and report activities tied to their benefits. We also handle inbound email inquiries from prospective and existing members and send outbound emails to members.

As a Member Engagement and Support Specialist, you will be the first point of contact for our members, providing exceptional support to ensure their satisfaction and success. You’ll assist with inquiries, resolve issues, and act as a brand ambassador, helping members navigate our services, products, and online community. This role requires strong communication skills, problem-solving abilities, and a genuine passion for taking care of people.

We are a vibrant, cohesive team that supports each other and are consistently in communication with each other on Slack. We are responsible not only for our members whom we deeply care about, but also to each other who we depend upon to get the job done and work together to do it exceptionally well.

REQUIRED EXPERIENCE:

  • 3+ years of experience in customer service, support, success, member activation or related field (with a preference for healthcare industry experience).
  • Exceptional professional communication skills, both written and verbal
  • Proficient with computers, with a focus on dialer and customer relationship management
    (CRM) software (ideally NICEInContact and Salesforce or similar).
  • Strong typing skills with proficiency in documentation tools / software like Salesforce.
  • Ability to handle, adapt, and overcome change in a fast paced environment.

KEY RESPONSIBILITIES:

  • Serve as the primary contact for prospective and existing member inquiries via phone,
    email, and text (in the future), delivering timely and professional responses.
  • Handle a high volume of in-depth inbound support calls with platinum-level professionalism and white-glove concierge service, assisting members with account management, troubleshooting, and general questions regarding services and products.
  • Handle a high volume of outbound calls to educate members about our offerings and services, helping them maximize their engagement and experience with our platform.
  • Establish and cultivate trust from our members via phone and email, while professionally and confidently communicating with diverse groups of people.
  • Maintain consistent follow-up and follow-through, keeping detailed records of interactions and follow-up actions using our customer service software.
  • Resolve issues by identifying solutions and escalating complex cases to appropriate teams when necessary.
  • Collaborate with internal teams to ensure member feedback is heard and incorporated into new or existing business processes.
  • Proactively identify and communicate internally, opportunities to improve the member experience and suggest innovative solutions based on member or team feedback.
  • Promote our service offerings while also maintaining an understanding of our business to be able to differentiate our services as they evolve.

WHO YOU ARE:

  • You LOVE working with older adults and are able to work both independently and as part of a team.
  • Able to provide exceptional customer service, active listening, verbal and written. communication skills, and maintain professional phone voice.
  • High level of empathy, patience, and professionalism when dealing with diverse member needs and issues.
  • Able to embrace change, multi-task and thrive in a fast-paced environment.
  • Someone with strong attention to detail who excels at time management, is goal oriented and has good decision-making skills.
  • A driven creative thinker and with strong problem-solving skills and the ability to think on your feet.

Reward Package
We offer competitive salaries and incentives, health benefit plans, retirement savings, and the opportunity to work with a compassionate, motivated team where you will see your contribution daily.

Important Notes
Grouper places a high priority on the safety and security of our members and teammates. All prospective employees and direct contractors will be subject to a background check. Grouper is an equal-opportunity employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

Please apply by sending a resume and cover letter to jobs@hellogrouper.com