Member Experience Representative

Remote — Texas | Temporary-to-Permanent

About the Role

We are looking for a compassionate, dependable phone agent to join our Member Experience team. This is a phone-first, inbound-only role — you will spend the majority of your time on calls with Mochi patients helping them navigate their care, understand their medications, and resolve issues quickly and empathetically. Following calls, you will occasionally send brief follow-up messages through our secure patient portal to document or close out requests.

This is an entry-level role with a clear path to permanent employment. We are initially hiring on a temporary basis as we build out our US-based team, with the expectation of converting to a permanent position for strong performers after the pilot period.

What you’ll do

• Handle inbound patient calls as your primary responsibility — you will be on the phones the majority of your shift
• Answer questions about prescriptions, refills, subscriptions, appointments, and account status clearly and accurately
• Follow up via our secure patient portal after calls when written documentation or provider coordination is needed
• Document patient interactions accurately in our systems after each call
• Escalate complex or clinical issues to the appropriate team per established protocols
• Maintain Mochi's quality, HIPAA compliance, and patient safety standards at all times

Who you are

• 1+ years of experience in a call center, phone support, or patient-facing customer service role
• Telehealth or healthcare experience is a strong plus
• Spanish and English fluency is preferred — bilingual candidates will be prioritized and compensated at the higher end of our range
• Confident, warm, and clear on the phone — patients trust you quickly
• Organized and able to manage follow-up tasks across multiple patient interactions
• Reliable internet connection (minimum 25 Mbps), quiet workspace, and a headset with microphone
• Located in Texas — this role is remote but we are hiring in this state only at this time

Schedule

Part-time (~24 hours/week). Two shifts available/daily; expected to take 4 shifts a week; cannot take more than one shift/day — 8-2 PM CT or 2-8 CT:

• Day Shift: 8:00 AM – 2:00 PM CT, five days per week including rotating weekends
• Evening Shift: 2:00 PM – 8:00 PM CT, five days per week including rotating weekends

Weekend availability is strongly preferred.

Compensation

Hourly Rate:

• English only $15/hr
• Bilingual (English/Spanish) $17/hr
• Variable hourly Performance Bonus: Top performers can expect to make ~$20-25/hr