Member Experience Specialist

About Indigenous Pact PBC, Inc:

Established in 2017 Indigenous Pact PBC, Inc., a certified B-Corporation, set out on a mission to create health equity for American Indians and Alaskan Natives. As part of a global movement of certified B-Corporations, we aim to balance purpose and profit by meeting the highest social, environmental, legal, and public standards to build a more sustainable and inclusive economy.

Indigenous Pact’s dedicated, experienced, and knowledgeable team brings decades of experience working in Indian Country. We help strengthen and improve the sustainability of Tribes and Tribal Organizations' health, wellness, and long-term care programs and services. Indigenous Pact specializes in developing customized and turn-key solutions to generate sustainable revenue, increase healthcare access, and improve health outcomes for all Native Americans. 

Job Description 

• Job Title: Member Experience Specialist
• Base Salary: $24/hour
• Location: Spokane, WA
• Work model: Onsite, Full-time 
• Travel Requirements: Up to 25% travel required. 
• Reports to: Avonne Waweru - Executive Vice President 

Job Summary: 

The Member Experience Specialist plays a critical role within our Guardiant Health team. Will conduct marketing outreach and engagement with members, provide excellent customer service, conduct health screenings, and provide general care needs. The successful candidate will understand and leverage direct-to-consumer marketing across digital and telephony channels including text, email, video, telephone.  Member engagement includes assessing what matters most to them, assisting members in understanding, accessing, and navigating today's complicated healthcare systems. 

Essential Job Functions:

• Serve as the primary point of contact for customer, member, patient and provider needs
• Maintain a positive attitude and passion for helping underserved populations and those in need of care
• Work comfortably in onsite and virtual team environments; must be a self-starter with experience or interest in tribal and digital health, including biometric monitoring, medical visit scheduling, care coordination, and SDOH screening/support
• Be innovative and results-oriented, with the ability to support new projects
• Act as a care advocate by assessing each member’s interpersonal, medical, psychosocial, and mental health needs using motivational and interviewing and consultative techniques 
• Initiate and build trusting relationships with members through meaningful conversations before and during assessments  
• Engage members in completing their Health Risk Assessment and support them during enrollment, triage and health-related calls - demonstrating empathy, urgency and professionalism 
• Accurately document member interactions, care plans, and health assessments with a high level of detail
• Connect members with appropriate care team personnel escalating priority issues as needed 
• Demonstrate agility in managing multiple priorities and adapting to change with enthusiasm 
• Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate. 
• Exhibit a caring, enthusiastic and professional presence across virtual communication channels 
• Use member engagement scripts to gather and record health-related information and identify care needs
• Promote and utilize customer management and medical record systems effectively 
• Manage administrative tasks and coordinate with internal teams to ensure seamless member support
• Other duties as assigned. 

Required Skills/Abilities:

• Minimum of 2 years of experience in a medical office or clinic setting, responsible for patient scheduling, customer service, care coordination, patient engagement and satisfaction. 
• Strong verbal and written communication skills, including active listening, proper grammar and professional phone etiquette
• Proven ability to interact effectively with a wide range of personality types
• Strong organizational skills with the ability to multitask, prioritize, and manage time efficiently
• Experience using a variety of software applications, including Microsoft Word, Outlook, Excel, and CRM systems
• Familiarity with medical terminology and healthcare environments
• Ability to remain calm in emergencies and maintain confidentiality
• Comfortable working both independently and closely with others in a team
• Flexible with work schedules to meet business needs

Education and Experience: 

• Minimum of an Associate's degree, Bachelor’s Degree preferred 
• Currently residing in the Western United States and Pacific Time Zone is required 
• Previous customer service experience within the healthcare industry is preferred. 
• Priority will be given to English, Spanish, Native American or multilingual speakers. 

Physical and sensory demands: 

• This is an onsite, predominantly sedentary role that involves extensive use of computers, electronic devices, and video/audio communication tools
• Occasional physical activity may be required, such as representing the company at conferences or visiting members or patients in the field
• Minimal travel may be requested, including infrequent in-home or in-facility visits to members/patients outside of company facilities

Why Choose Indigenous Pact?

Building a strong culture and exhibiting our core values is important to us. When you join Indigenous Pact, you are joining a team that values:

• Empathy is at the heart of everything we do—we listen, we understand, and we put ourselves in the shoes of others, whether it's our teammates, our clients, or the communities we serve.
• Wisdom is about learning from experience, being thoughtful in our work and making decisions that are grounded in knowledge and insight. It's about taking the time to get things right.
• Bravery is having the courage to take bold risks, challenging the status quo, and knowing that growth happens when we push our limits.
• Transformation drives us to continuously grow—both as a company and as people. It’s about not being afraid to change and to keep pushing forward in the pursuit of excellence.

Visit our Careers page (https://www.indigenouspact.com/careers) where we encourage you to learn more about the characteristics that are important to us (and we hope you bring them as well) such as Healthcare-focused, growth mindset, self-motivated, collaborative, resilient and adaptable. 

Beyond the job opportunity and incredible culture  we also offer:

• A competitive total rewards package, including 401(k), Medical, Dental, and Vision insurance
• Open, transparent lines of communication with leadership
• Committed to giving back to improve our communities and environmental impact
• A development-focused environment where you have autonomy to drive your career path

Indigenous Pact is an equal opportunity employer and we are dedicated to fostering an inclusive and barrier-free work environment for all employees and candidates. Preference will be given to qualified native applicants; however, all qualified individuals are encouraged to apply. Must be able to provide Indian Preference documentation if claimed. If accommodation is required during any stage of the recruitment process, please contact any member of our HR team. We thank all applicants for their interest; however, only those selected for interviews will be contacted.