Member Experience Template Specialist II
Workit Health
United States
Posted on Sep 10, 2025
Description
Location: Remote
Hours: 40 hours/week, full-time,
Schedule: M-F 7:00 am-3:30 pm EST
Reports to: Member Experience Team Manager
Why Workit
Workit Health is an industry-leading provider of on-demand, evidence-based telemedicine care. Our programs are based in harm reduction, and bring together licensed clinicians who really listen, FDA-approved medication, online recovery groups and community, interactive therapeutic courses, and care for co-existing conditions. Workit Health's patient-centered telemedicine model is improving clinical outcomes and eliminating barriers to treatment, making long-term recovery accessible to individuals who need it, without disrupting their daily lives.
We’re excited to expand our team as our impact and coverage areas continue to grow. Our team members are dedicated and passionate about our mission of making exceptional, judgment-free care for addiction more accessible.
We believe everyone deserves respectful, effective treatment for substance use disorder at the moment they're ready for it. We're looking for driven and compassionate individuals who share this goal. Join us in reducing stigma, saving lives, and changing the way addiction is treated in America.
Job Summary:
Workit Health is seeking a dedicated, mission-driven professional to join our Member Experience Team. Reporting to the Member Experience Team Manager, this cross-functional role will support both Member Experience and Clinical Operations. While the majority of the role will be customer service–facing—helping our members throughout their recovery journey—each morning will be dedicated to supporting the clinical scheduling team with template or scheduling coverage. Responsibilities include provider scheduling, template construction and maintenance, and serving as the primary point of contact for members.
Core Responsibilities
- Deliver a world-class member experience to individuals exploring or enrolled in Workit Health’s program, going above and beyond to support them throughout their recovery journey.
- Respond promptly and professionally to member inquiries via phone, email, text and chat.
- Resolve basic member concerns and escalate more complex issues to the appropriate support staff when needed.
- Educate potential members on the value of Workit Health’s program and guide them through the enrollment process.
- Support current members in navigating the program, troubleshooting barriers, and identifying opportunities to increase engagement.
- Communicate with members in a manner that reflects Workit Health’s mission and values.
- Maintain accountability for productivity, engagement, and satisfaction metrics.
- Consistently achieve individual and team performance goals.
- Work cross-functionally to ensure clinical template accuracy across multiple platforms.
- Update clinical schedules daily to ensure accuracy and alignment with operational needs.
Qualifications
- Passionate about delivering exceptional internal and external customer service, with the ability to work effectively with diverse populations.
- 2+ years of experience in inside sales, healthcare, and/or customer service within a metrics-driven environment.
- Must have strong written and verbal communication skills.
- Minimum 6 months of experience in Clinical Operations, Medical Staff, or Clinical Staff Affairs.
- Proven experience maintaining provider templates and schedules.
- Process-driven, with the ability to establish, document, and communicate new systems effectively.
- Results-oriented, with strong organizational and interpersonal skills.
- Ability to work independently in a remote environment with minimal supervision.
- Proficiency in data analysis tools, such as Google Sheets (advanced skills preferred).
- Exceptional presentation skills, with a track record of meeting productivity, engagement, and performance targets.
- As an addiction recovery company, we strongly encourage individuals in recovery to apply.
Benefits & Rewards:
- Fully remote work
- 5 weeks PTO (includes your birthday, 2 mental health days, and 2 floating holidays!)
- 11 paid holidays
- Comprehensive health, dental, pharmacy, and vision insurance with options to fit your family's needs
- 12 weeks paid Parental Leave after 1 year of employment (includes maternity, paternity, adoption, and all ways in which our people build modern families)
- 401k + 4% matching
- Healthcare & dependent care Flexible Spending Accounts (FSA & DCFSA)
- Health Savings Accounts (HSA)
- Employee assistance program, complete with financial coaching and counseling sessions
- Professional development allowance for all staff
- Opportunities for internal mobility and growth at a Company with a proven track record of really promoting internally
- Vibrant, democratized culture with clubs and multiple ERG groups
- Colleagues who care deeply about closing health disparity gaps within the addiction space for underserved populations
Equal Opportunities for Everyone, including Folks in Recovery
As we are an addiction recovery company founded by people in recovery, those in addiction recovery themselves are encouraged to apply. Workit Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.