Member Bills Specialist

About This Role

Member Bills Specialist exists to support members through complex or escalated healthcare challenges and ensure their experience ends with clarity, resolution, and trust.

In this role, you will:

• Serve Redirect Health members, providers, and internal care teams • Be responsible for resolving escalated member issues, clear communication, and accurate documentation • Directly impact how supported, empowered, and confident members feel after navigating difficult healthcare situations

This is a hands-on role for someone who:

• Enjoys problem-solving, empathetic communication, and turning challenges into solutions • Takes ownership and follows through • Wants their work to have real-world impact

What You’ll Do

In this role, you will:

• Own: Resolution of escalated member issues by investigating, analyzing, and delivering timely solutions • Support: Members by listening with empathy, explaining next steps clearly, and setting realistic timelines • Collaborate with: Providers, internal care teams, and senior partners to resolve complex issues • Improve: Member experience and internal processes by identifying trends and opportunities for improvement • Advocate for: Members by ensuring their concerns are heard, addressed, and resolved fairly

A strong performer in this role is known for:

• Remaining calm, empathetic, and solutions-focused in high-stakes situations • Communicating clearly with members and partners, even when issues are complex • Consistently turning difficult situations into positive member outcomes

How Success Is Measured

Success in this role is measured by:

• Success in this role is measured by: • Timely and effective resolution of escalated member issues • Member satisfaction following issue resolution • Accuracy and completeness of documentation and follow-up • Strong collaboration with internal teams and stakeholders

What We’re Looking For

We’re looking for someone who:

• Brings relevant experience in customer service with a strong emphasis on phone communication • Communicates clearly and with empathy • Takes ownership and follows through • Enjoys simplifying complex situations • Works well across teams and roles • Cares deeply about helping people