Associate Member Activation Specialist (Flex)

The Opportunity

The Member Activation Specialist (Flex) is responsible for helping members onboard in the Hinge Health program. They deeply understand the Hinge Health product and are great at talking with members to help them understand how Hinge Health can help enhance their personal journey with movement and pain. They help members work through technical and motivational barriers virtually via SMS and phone. The Member Activation Specialist (Flex) enables Hinge Health to engage with members to make a meaningful impact, while also driving revenue objectives.

An individual will be successful in the role if they are goal oriented, place a high value on the member experience, have strong communication skills, and thrive in fast paced environments that engage in continuous improvement.

What You'll Accomplish

• Onboard members to their Hinge Health program, achieving high onboarding rates and providing an exceptional service experience.

• Participate in member outreach and engagement initiatives including, but not limited to insurance verification, referral outreach, and re-engagement campaigns, to help more members access care and successfully onboard into the program.

• Manage a caseload of members with high satisfaction scores and while achieving onboarding targets.

• Contribute to the development of an evolving team in a hyper growth company.

What We’re Looking For

• 2+ years experience of professional member-facing customer service role. Preference for experience in a healthcare setting.

• Case management: Successfully manage and support a large member caseload with high attention to customer experience.

• Outstanding Communication: Ability to connect with members with empathy and tact via written communication and phone communication to answer questions and guide members through the onboarding process.

• High performance: Regular quota / goal attainment, ideally with awards for ranking towards the top of the team and high satisfaction scores.

• Member-Centered Mindset: High Emotional Intelligence and compassion - able to work with members all day to connect them with Hinge Health in a meaningful manner.

• Adaptability & Initiative: Demonstrates change agility and a growth mindset amongst ongoing changes. Aptitude for technology, troubleshooting and learning new features and how to sell them to end users.

• Professionalism: Exemplifies Hinge Health’s values in all interactions with members, clients and teammates.

About Hinge Health

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care.

As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at http://www.hingehealth.com

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Culture & Engagement

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.

Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com.