As a Senior Member Advocate, you will be an integral part of the FOLX Member Navigation team, ensuring that members are supported at every stage of their journey.

Our Company:

FOLX Health exists to be the leading health and wellness platform for LGTBQIA care, providing end to end services, both virtually and in person, across the spectrum of community needs. We are the north star for innovation in the broader ecosystem by creating joyful, affirming healthcare on one's own terms and building community and access around those needs.

Our Culture:

Reliability: We show up for our members and each other in service of our mission.

Transparency: Build trust by openly sharing our goals and progress.

Access: Invest in our team by providing the tools and training needed to achieve individual goals.

Agency: We trust our team to get their jobs done.

Note: This position is scheduled to work Monday-Friday, 9:00am - 5:00pm Eastern.

What You’ll Do:

• Provide a phenomenal support experience in every interaction with FOLX members
• Respond to member inquiries via ZenDesk support tickets in accordance with our policies, standard operating procedures, and expected turnaround times
• Assist Member Advocates with complex cases that require escalation–escalations may be technical or emotional, and may require cross-team collaboration to resolve
• Ensure the daily triage and resolution of urgent requests
• Coach and mentor junior staff through our consultation process, office hours, and 1-on-1 retraining/review sessions as recommended at your discretion. Provide ongoing feedback to leadership on team needs, strengths, and/or opportunity areas
• Act as the go-to example for best practices; test-pilot new tools and processes with minimal documentation and provide feedback/guidance on how to optimize for the team
• Continuously identify knowledge gaps and training opportunities, and create corresponding documentation and other training collateral
• Assist in training new Member Navigators, Member Advocates, and Medical Assistants in areas of your expertise
• Collaborate with leadership and partner teams (internal and external) by sharing insights you gather from member interactions; identify trends, risks, and opportunities and propose solutions for process improvements that enhance the member experience and create efficiencies
• Identify and log bugs, coach team on how to handle issues with workaround solutions, and collaborate interdepartmentally on reporting such issues to engineering/product teams as needed
• Raise the bar on technical troubleshooting within the department: document common issues, run trainings, create macros
• Learn new tools as needed to help deliver ongoing value to members; serve as a subject matter expert for new tools, documenting and training as needed
• Partner with the Director of Member Operations on new initiatives as assigned
• Complete other duties as assigned

What You’ll Bring:

• 3-5 years of experience directly supporting customers/members, ideally in digital health
• Strong communication and writing skills
• Experience with Zendesk or similar ticketing system/CRM
• Experience with Athena or similar EMR
• Commitment to continuously creating an exceptional experience for our members
• Enthusiasm for technical troubleshooting and the ability to learn (and teach others) these skills
• Experience as a team lead (individual contributor or manager) a plus

Salary: $75,000