What are the responsibilities and job description for the Member Experience Associate position at Belle?
About Belle
Belle is a fast-growing healthcare company revolutionizing in-home care — starting from the feet up. More than 25 million U.S. seniors can no longer safely care for their feet, contributing to over $38 billion in avoidable medical costs each year.
Belle trains and deploys a network of Community Health Workers — known as Belle Technicians — to deliver in-home foot exams, preventive care, and care management. Backed by advanced data science, our care model detects emerging health risks early, often before they escalate. When issues arise, our telehealth team and nurses coordinate follow-up care and take action.
The result? Belle delivers clinical outcomes on par with blockbuster drugs, without a single pill. Our model helps prevent complications, reduce hospital visits, and improve quality of life — all with care that people genuinely love.
Our mission: Bring Joy to Healthcare. Join us if our cause inspires you!
About this Role
As a Member Experience Associate, you are the welcoming and reassuring voice of Belle. You will support members through eligibility, scheduling, payments, and general inquiries—ensuring every interaction is clear, efficient, and compassionate.
This role goes beyond answering calls—you are building trust with seniors, removing friction from their healthcare experience, and ensuring they feel confident and cared for every step of the way.
Key Responsibilities
- Deliver compassionate, patient-focused support via phone, email, and SMS
- Handle high call volumes with professionalism, efficiency, and empathy
- Run insurance eligibility and benefits verification (Medicare, Medicare Advantage, supplemental plans)
- Clearly explain coverage, cost share, and next steps to members
- Schedule, reschedule, and confirm appointments with accuracy
- Collect and process member payments over the phone, including copays and balances
- Troubleshoot billing questions and guide members through payment options
- Proactively follow up with unconfirmed or at-risk appointments
- Document all interactions accurately in internal systems
- Identify trends or friction points and escalate for process improvement
Experience
Required Experience: We’re looking for candidates with 6 months of experience in customer service, call center, or healthcare support roles. Front desk or medical office experience is strongly preferred, particularly in roles involving:
- Managing high inbound call volume in a clinic or practice setting
- Performing insurance eligibility checks and benefits verification
- Collecting payments, copays, and outstanding balances
- Scheduling patients and managing provider calendars
- Explaining basic billing concepts and handling patient questions
- Working with EMRs/EHRs (e.g., eClinicalWorks, Athenahealth, etc.)
- Coordinating across providers, billing teams, and patients
Skills and Personality
You combine strong operational focus with a calm, empathetic approach to member interactions, including:
- Strong Communicator: Clear, patient, and empathetic—especially with seniors
- Operationally Sharp: Able to multitask across calls, systems, and workflows without losing accuracy
- Tech-Savvy: Comfortable with phone systems, Google Suite, Slack, and CRM/EHR platforms
- Ownership Mindset: Takes initiative to resolve issues fully, not just pass them along
- Detail-Oriented: Ensures accuracy in scheduling, eligibility, and documentation
- Adaptable: Thrives in a fast-paced, evolving environment
- Basic Troubleshooting Skills: Comfortable guiding members through patient portals, basic troubleshooting, and navigating online tools
- Supportive bridge: Deliver high-touch, real-time support between patients and in-field Community Health Workers (CHWs)
Schedule & Work Environment
- Full-time, remote position with an 8-hour shift between 8AM – 6 PM EST (schedule TBD).
- One-week paid training during standard business hours (9 AM – 5 PM EST).
- Reliable, land-based, high-speed internet connection (i.e. 100Mbps ) and a quiet, private workspace required.
Benefits
- Competitive compensation.
- Health, dental and vision benefits.
- 401K.
- Paid time off, sick, paid holidays.
- Remote, flexible work schedule.