Member Experience Specialists handle complex member escalations, analyze feedback from satisfaction surveys, and collaborate across internal teams to deliver positive outcomes for members. This position is an essential part of the Service Quality team.

Responsibilities:
• Ensure case accuracy and proper data entry for meaningful analysis
• Review MSAT data to spot trends in member satisfaction
• Maintain dashboards and visual reports with current MSAT information
• Develop action plans to address widespread concerns identified through member feedback
• Promote improvements by building strategic relationships and working with internal partners
• Serve as a central contact for complicated or high‑visibility member issues in partnership with internal teams and leadership
• Create job aids to support new initiatives
• Keep SOPs updated with the latest guidance
• Mentor Member Experience Specialists to support performance growth
• Train new team members and assist with onboarding
• Provide support in resolving complex scenarios
• Gather member impact stories for newsletters, marketing, and team recognition
• Help maintain team morale during challenging cases or situations

Required Qualifications:
• Advanced skill in de‑escalation and customer service
• Ability to interpret and clean data for analysis
• Create effective data visuals that communicate insights
• Proactively identify and address large‑scale issues
• Handle multiple priorities and make sound decisions
• Highly organized and able to work independently
• Strong emotional intelligence and empathy

Physical/Cognitive Requirements:
• Consistent and punctual attendance
• Ability to remain seated for extended periods
• Sufficient coordination and dexterity to operate a computer and office equipment
• Occasional lifting of up to 20 lbs., such as a laptop or computer
• Ability to interact appropriately with leaders, colleagues, and members

The U.S. base salary targets for this full‑time role are:
Zone A: $63,670–$82,770 plus equity and benefits
Zone B: $70,037–$91,047 plus equity and benefits
Zone C: $76,404–$99,324 plus equity and benefits
Zone D: $82,771–$107,601 plus equity and benefits

These ranges represent the minimum and maximum starting salary targets for new hires within each geographic zone. Included Health is committed to transparent and equitable compensation across all regions.

The starting salary for each candidate depends on several job‑related factors, including education, training, skills, experience, certifications, business needs, internal equity, organizational considerations, and alignment with geographic and market data. Compensation structures vary by zone to ensure fair and competitive pay based on role and location. Candidates may request information about their geographic zone from their recruiter.

In addition to a competitive salary, compensation may include:
• Remote‑first work environment
• 401(k) plan through Fidelity
• Comprehensive medical, dental, and vision coverage with multiple plan options (including disability insurance)
• Access to Included Health’s full suite of telemedicine and navigation services at no cost for employees and dependents
• Generous PTO and DTO
• 12 weeks of fully paid parental leave
• Family Building Benefit, including fertility coverage and up to $25,000 for surrogacy or adoption assistance
• Compassionate Leave for pregnancy loss, surrogacy or adoption loss, or failed fertility treatment
• 11 paid holidays plus one floating holiday
• Work‑from‑home reimbursement for effective remote collaboration
• 24 hours of paid volunteer time annually

About Included Health:
Included Health is a new type of healthcare company providing integrated virtual care and navigation services. Our mission is to elevate healthcare for everyone. We remove barriers to ensure people receive high‑quality care wherever they are in their health journey, offering support across acute, chronic, behavioral, and physical needs. Members receive guidance, advocacy, and access to personalized virtual and in‑person care for everyday issues, urgent care, primary care, behavioral health, and specialty care. Learn more at https://includedhealth.com.

Included Health is an Equal Opportunity Employer and considers applicants without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other protected status. All qualified applicants are evaluated in accordance with the San Francisco Fair Chance Ordinance.