Member Support Associate

About the role

The Member Support Associate plays a vital, member-facing role within the Planstin Individual team. This position focuses on guiding members through their healthcare experience, ensuring their needs are met, questions are answered, and issues are resolved efficiently. The ideal candidate is mission-driven, adaptable, and committed to delivering a high-quality, personalized experience for every member.

What you'll do

• Conduct proactive outreach to leads using a structured follow-up approach (email, text, and phone calls) to drive engagement and conversion  

• Serve as a primary point of contact for members, providing ongoing support and follow-up as needed  

• Answer member questions and guide (“shepherd”) them through their membership, services, and available resources  

• Coordinate with internal and partner teams (Primestin, Care Coordination, RX Valet, Zion) via Microsoft Teams to resolve member needs  

• Identify and address member issues with a solution-oriented mindset, ensuring timely and effective resolution  

• Maintain accurate and detailed documentation of member interactions and updates within internal systems  

• Escalate complex issues appropriately while maintaining ownership of the member experience  

• Support a seamless, high-touch member journey from initial contact through ongoing engagement  

Qualifications

• Experience in customer service, member support, or a related role, preferably in a fast-paced environment  

• Strong communication skills, both verbal and written, with the ability to clearly explain information and build trust  

• Demonstrated ability to problem-solve at the root level and navigate complex situations  

• Comfortable working across multiple systems and communication platforms (e.g., Microsoft Teams)  

• Highly organized with the ability to manage multiple conversations and follow-ups simultaneously  

• Ability to adapt and perform effectively in a dynamic, evolving environment  

• Mission-driven with a strong “member-first” mindset  

• Interest in building a long-term career with Planstin

• Calm, empathetic, and solution-focused under pressure 

Planstin's Employee Benefits: 

• 12 paid holidays plus 3 weeks of paid time off to balance work and life. 
• Comprehensive insurance coverage including health, dental, vision, and accident plans tailored for your well-being. 
• Free membership for you and your dependents to Primestin Care Clinic.
• Invest in your future with a 401k plan backed by a solid 4% match from us. 
• Free snacks and regular lunches available onsite.