Member Care Specialist (Remote, Ukraine)

Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts a huge amount of people who use Healthcare benefits in the US.

Healthcare benefits are complex, underutilized and a mystery for most users in the USA. We’re removing that complexity. Our industry-changing technology solution puts a simplified benefits experience in the hands of users, saving them time and money.

Your impact.

• Member Care & Ticket Processing: Assist in handling member inquiries (tickets) accurately and efficiently, ensuring members understand their benefits and feel supported.
• Smart Automation & AI: Actively leverage automation tools and AI software to speed up resolution times while maintaining high-quality outcomes.
• Priority Management: Assess the urgency of incoming requests to prioritize critical cases and manage escalations with empathy and objective reasoning.
• Provider & Member Outreach: Conduct outbound calls to healthcare providers and members to help schedule appointments, verify information, and close gaps in care.
• Proactive Problem Solving: Identify scheduling bottlenecks or workflow trends, flag issues early, and suggest improvements to team leadership.
• Member Experience: Deliver a high-standard "WOW" service tailored to the US customer base.
• Communicate scheduling challenges or trends that may negatively impact outcomes
• Transparent & Proactive Communication: Keep team leadership and members updated in real time. Proactively communicate progress and flag blockers early, rather than getting stuck silently on a single ticket.
• Commitment to KPIs: Own your daily performance targets — including number of tickets, quality scores, and member satisfaction — and take full responsibility for hitting your metrics.

Your experience and expected skill set.

• Language Proficiency: Upper-Intermediate+ English (B2/C1) with exceptional written and verbal communication skills.
• High Autonomy & Ownership: Strong self-management skills — you take full responsibility for your commitments, track your own time, and deliver results without constant supervision.
• Resourceful Problem-Solving: A "solution-first" mindset with the drive to research internal documentation, AI tools, and knowledge bases to solve issues independently before asking for help.
• Fast & Self-Driven Learning: Ability to quickly absorb complex concepts, adapt to new processes, and continuously learn from feedback with minimal hand-holding.
• Adaptability: Comfort navigating frequent changes, fast-paced environments, and evolving priorities without losing focus.
• Tech & AI Literacy: Proficient computer skills and a rapid learning curve for software; hands-on experience using AI tools (ChatGPT, prompt engineering, or automation tools) is a strong plus.
• Empathy & Customer Orientation: Genuine empathy with strong interpersonal skills; prior customer service or support experience is a major plus.

Role details.

• Working schedule 5/2 – 15:30 to 24:00;
• 20 paid vacation days per 12-month period, paid days for sick leaves.

Our rewards.

Work should be meaningful and rewarding. HealthJoy offers a robust package of employee perks and benefits, including:

• Employment: HealthJoy LLC is part of the Ukraine Diia City legal framework. On your first day, you will sign a Gig-Contract via the Vchasno system, gaining a status of a Gig-Specialist.
• Competitive compensation: The compensation grows as you grow with HealthJoy, with the potential to double it within 1.5 years. Top performers earn KPI-based bonuses.
• Great career growth opportunities: You will have a chance to go through a career path from Junior to Middle, and Senior Specialist, and eventually grow into a Team Leader. Alternatively, it may be possible to grow horizontally and take the position of Learning&Development Leader, Quality Assurance Analyst or Process Analyst.
• Healthcare: As a healthcare-focused company, we provide 100% health insurance coverage for our employees, with the option to insure their family members at a reduced rate.
• Education: Benefit from company-sponsored English classes, a corporate learning platform “Udemy” for professional development, and internal/external educational events. Our L&D department provides broad knowledge of the American healthcare system and cultural peculiarities.
• Mental health support program: Employees have access to personal therapy sessions and additional virtual mental health lectures - all from the comfort of home.
• Company events: To stay in touch with the team we hold happy hours, team buildings, as well as recreational events.
• Gym: Access corporate discounts and special offers at Sport Life, one of Ukraine's largest sports hubs.
• Remote work: Being a remote-first company, we provide the needed essential equipment for comfortable work from home (or anywhere!)