Member Support Representative at Redirect Health in Phoenix, AZ

About This Role

Member Success Advocate exists to turn complex challenges into positive, meaningful outcomes for our members—ensuring every interaction ends with clarity, support, and trust.

In this role, you will:

• Serve Redirect Health members by supporting them through escalated issues and complex healthcare challenges
• Be responsible for resolving member concerns, improving their experience, and ensuring timely, thoughtful follow-through
• Directly impact how members experience healthcare by making it simpler, more human, and easier to navigate

This is a hands-on role for someone who:

• Enjoys problem-solving, helping people, and turning difficult situations into positive outcomes
• Takes ownership and follows through
• Wants their work to have real-world impact

What You’ll Do

In this role, you will:

• Own the resolution of escalated member issues by investigating, analyzing, and delivering timely, thoughtful solutions.
• Support members by engaging with empathy, actively listening to their concerns, and guiding them through next steps.
• Educate members on their health benefit plan and the Redirect Health Application to assist members utilizing their health care benefits.
• Collaborate with providers, internal teams, and cross-functional partners to ensure seamless and effective issue resolution.
• Improve member experience by identifying trends, providing feedback, and helping prevent future issues.
• Advocate for members by ensuring they feel heard, supported, and confident in their care and coverage.

A strong performer in this role is known for:

• Staying calm and solution-focused in complex or high-pressure situations.
• Communicating clearly, simply, and with empathy.
• Consistently turning challenging situations into positive member experiences.

How Success Is Measured

Success in this role is measured by:

• Timely and effective resolution of escalated member issues.
• Positive member experience and satisfaction following issue resolution.
• Accuracy and completeness of documentation and follow-through.
• Strong collaboration with internal teams to resolve issues and improve processes.
• Fluency of the Redirect Health benefit plans.

What We’re Looking For

We’re looking for someone who:

• Brings at least 1 year of experience in a customer service role, with a strong emphasis on phone communication.
• Communicates clearly and with empathy, especially in high-touch or sensitive situations.
• Is bilingual (English/Spanish) and able to support a diverse member population.
• Takes ownership of problems and follows through to resolution.
• Enjoys simplifying complex issues and helping others understand their options.
• Works well across teams and collaborates effectively with both clinical and operational partners.
• Is comfortable using tools like Microsoft Word, Excel, and Outlook in a fast-paced environment.
• Is reliable, team-oriented, and self-motivated.
• Holds a High School Diploma or GED.
• Cares deeply about helping people and improving their experience.
• Must be based in the Phoenix, AZ area or able to reliably commute to an in-person work environment.

Why Join Redirect Health

What “Free Healthcare” Actually Means

When we say free, we mean no money out of your paycheck and no cost when you need care:

• No monthly premiums
• No cost to add your spouse or children
• No deductibles (we reimburse them)
• No out-of-pocket maximums

This benefit alone can save families tens of thousands of dollars.

What You’ll Earn

• Pay range: $19.84-$23.87
• FREE healthcare for you and your entire family
• Dental & Vision insurance
• Paid time off & sick time
• 401(k) access
• A mission-driven team that believes in doing the right thing
• This is a fully in-person position located in Phoenix, AZ

Ready to Make a Difference?

If you’re looking for more than just a job—and want to help reshape how healthcare works for families—we’d love to hear from you.