Member Experience Specialist

About the organization

Workit Health provides evidence-based telemedicine services focused on addiction recovery and co-occurring conditions. Its approach combines licensed clinical care, FDA-approved medication, online recovery groups, guided therapeutic content, and support designed to remove barriers and help people continue treatment without major disruption to their daily routines.

The company is expanding as its reach grows, and it is seeking people who are motivated by a mission to deliver respectful, effective, judgment-free care for substance use disorder. The goal is to reduce stigma, improve access to treatment, and support recovery when people are ready for it.

Role overview

The Member Experience Specialist is the primary contact for members across their recovery journey. This role calls for someone who is empathetic, precise, and comfortable using data to guide work. The position is remote and follows an early-shift schedule.

Location: Remote
Working hours: 7:00 AM to 3:30 PM EST
Reporting line: Member Experience Manager

What you will do

• Deliver an excellent and supportive experience to people interested in joining the program, as well as current members throughout their time with the company.
• Answer member questions quickly and professionally through phone, email, and chat.
• Handle straightforward concerns directly and route more complex issues to the appropriate support team.
• Guide members through the program accurately and efficiently across different communication channels.
• Share clear and correct information about the company’s services, policies, and program structure.
• Work within established processes to ensure a consistent and reliable member experience.
• Explain the value of the program to prospective members and support the enrollment process.
• Help current members understand how to use the program, troubleshoot barriers, and find ways to improve engagement.
• Provide professional support that reflects the organization’s mission and values.
• Meet productivity, engagement, and satisfaction metrics tied to the role.
• Contribute to both individual and team performance targets.
• Become a subject-matter resource on the member journey and the company app.

What the employer is looking for

• A high school diploma or GED.
• Prior experience in customer service.
• Comfort working remotely and independently, which is strongly preferred.
• Strong written and verbal communication skills across chat, email, and phone.
• Ability to build trust and rapport with both members and coworkers.

Pay and benefits

The stated pay rate is $22.50 USD per hour.

• Fully remote work arrangement.
• 5 weeks of paid time off, including your birthday, 2 mental health days, and 2 floating holidays.
• 11 paid holidays.
• Health, dental, pharmacy, and vision coverage with options to suit family needs.
• 12 weeks of paid parental leave after 1 year of employment, covering maternity, paternity, adoption, and other modern family paths.
• 401(k) plan with 4% company match.
• Healthcare and dependent care flexible spending accounts.
• Health savings account option.
• Employee assistance program with financial coaching and counseling.
• Professional development support for Providers and Behavioral Health team members.
• Opportunities to move internally and grow with a company known for promoting from within.
• A collaborative culture with clubs and employee resource groups.
• A mission-driven environment focused on closing care gaps for underserved communities in the addiction space.

Equal opportunity and applicant guidance

People in recovery are especially encouraged to apply. The employer is committed to equal employment opportunity and affirmative action, and does not discriminate on the basis of race, religion, color, national origin, gender, pregnancy, childbirth, related medical conditions, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other legally protected characteristics.

During interviews and assessments, candidates are asked not to use AI tools or outside help. The hiring process values authentic thinking, curiosity, problem-solving, and personal communication style.

Applicant information is collected and handled according to the company’s privacy policy, including disclosures and rights under applicable U.S. privacy laws.