Full-Time Member Experience Specialist

Porter is hiring Member Experience Specialists!

Who We ArePorter is a Healthcare IT and Service Platform Startup combining the power of analytics with the power of are. Our dedicated team is committed to bringing transparency to healthcare driven by robust AI analytics, helping our members navigate the healthcare delivery system, securing the right support for each member’s specific needs, and directing Porter’s team of expert clinicians. By coordinating the complexities of each unique care journey, Porter helps close the gaps with the largest impact on quality measures, total cost of care, risk adjustment, and member experience.

What You'll DoWe’re seeking dedicated, detail-oriented Member Experience Specialists to join our care team. In this role, you will be responsible for managing and executing the day-of appointment check-in process for our providers and Practice Coordinators.

1. Make approximately 20 check-in calls daily to members to confirm readiness and availability for scheduled appointments.
2. Directly communicate with providers using Athena chat during the day-of appointment workflow—this includes sharing no-shows, cancellations, and real-time updates.
3. Coordinate with Practice Coordinators to ensure visibility of appointment status and provider requests (e.g., encounter deletions or schedule adjustments).
4. Monitor and respond to day-of appointment issues such as no-shows, cancellations, and member concerns.
5. Responsible for insurance verification updates or add-on member appointments.
6. Work collaboratively across tools like Athena and Salesforce (experience in either is a plus).

What You'll Need

Qualifications:

• Customer Service experience in healthcare industry
• Comfortable using chat-based tools for internal team communication
• Strong attention to detail and ability to manage a dynamic workflow
• Experience with Athena or Salesforce is a plus, but not required
• Comfortable working in a remote, fast-paced environment with clear communication protocols

What We Offer

• Annual Salary
• Medical, dental, and vision benefits within 30 days of hire
• Fully Remote Role
• Paid Time Off and Holidays
• A fun team and special culture

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