[Hiring] Member Experience Specialist REMOTE USA
Position: Member Experience Specialist
Date Posted: 10 August 2025
Industry: Health Insurance / Customer Service
Employment Type: Full Time
Experience: 3+ years in a customer-facing support role
Qualification: High school diploma or equivalent; familiarity with medical insurance and benefits preferred
Salary: $28.85 per hour
Location: United States – REMOTE
Company: Nonstop Administration & Insurance Services, Inc.
Description:
Nonstop Administration & Insurance Services, Inc. is a rapidly expanding health insurance organization committed to ensuring that high-quality, affordable healthcare is accessible to all. Through our employer-sponsored group health insurance solution, Nonstop Health®, we aim to provide innovative and effective coverage options for businesses and their employees.
We are currently seeking a Member Experience Specialist to deliver exceptional and personalized service to our members. As one of the first points of contact for Nonstop Health members, you will respond to inquiries, explain benefits, and help members navigate the healthcare process with professionalism and empathy. This position is fully remote and requires strong communication skills, problem-solving ability, and attention to detail.
Key Responsibilities:
- Respond promptly to member, broker, and client inquiries via phone and Nonstop’s proprietary email ticketing system
- Provide guidance to members in understanding and using their Nonstop Health benefits
- Explain insurance documents such as Summary of Benefits and Coverage (SBCs) and Explanation of Benefits (EOBs)
- Collaborate with medical carriers, pharmacies, and service provider billing departments when needed
- Gain expertise in Nonstop programs, including core products and additional benefits like Durable Medical Equipment, AltCare Plus, Infertility coverage, and claims processes
- Handle escalated situations with patience, empathy, and professionalism
- Maintain high levels of customer satisfaction in all interactions
- Build positive member relationships by going above and beyond expectations
- Follow company guidelines, HIPAA regulations, and confidentiality agreements
- Participate in ongoing professional development to stay current on Nonstop processes and medical benefits
Requirements:
- Ability to adapt to changing priorities with confidence and positivity
- Strong critical thinking and creative problem-solving skills
- Ability to learn and navigate CRM systems
- Bilingual in Spanish preferred
- Excellent organizational skills with the ability to multitask effectively
- Self-motivated, reliable, and customer-service driven
- Willingness to work flexible hours if needed
- Dedicated home workspace with reliable high-speed internet
- Proficiency in Google Suite (Sheets, Docs, etc.) or equivalent tools
- Knowledge of medical insurance and benefits is an advantage
- Experience navigating multiple platforms and information sources
- Minimum of 3 years in a customer-facing support role
Perks and Compensation:
- Full-time, non-exempt hourly position at $28.85/hour
- Fully remote work environment (Monday–Friday, no weekends)
- Internet allowance provided
- 401(k) plan with employer-matched contributions
- Full medical, dental, and vision coverage with 100% employer-paid premiums after the introductory period
- Additional voluntary benefits available for employees and dependents
Physical Requirements:
- Extended periods of computer-based work while seated
- Frequent use of hands, fingers, and arms for typing and related tasks
- Ability to occasionally lift or carry up to 30 pounds
- Clear hearing and speech for effective communication via phone and video calls
- Adequate vision to read documents and computer screens
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