About the Role

As part of our Member Support team, you'll assist current and prospective members throughout their journey with Hinge Health. In this multifaceted role, you’ll become an expert in all things Hinge Health including our program’s offerings, eligibility and enrollment, and billing. You’ll use critical thinking and problem-solving skills to address member questions and concerns while navigating between multiple tools and systems. Your goal will be to provide top-notch and efficient resolutions for members and deliver a best-in-class experience.

Though entry-level, this position is ideal for an applicant with 1-2 years in a member-facing role. The right candidate will be solution-oriented with a growth mindset, the ability to work independently, and have strong writing and interpersonal skills.

We’re rapidly-growing, which means things here evolve quickly and you will need to be adaptable and comfortable with some ambiguity. This also means that you’ll have the opportunity to grow in your role as the company grows, and contribute to its future success. We’re firm believers in letting you own your role and strongly encourage continuous learning and development.

What You'll Accomplish

• Become an expert in all things Hinge Health, including solutions to common member challenges and troubleshooting techniques

• Strengthen the members’ relationship with Hinge Health by interacting with them in a friendly, yet professional manner while providing best-in-class support, answering questions and providing solutions in a timely, efficient manner across email, phone, and chat

• Ensure prompt and clear communication for Members while conveying warmth and empathy

Basic Qualifications

• Available to work a variable schedule, including shifts within our hours of operation (4:00am–7:00pm PST), which may include evenings, weekends, and holidays as required.

• At least one year of experience in a call center or customer-facing role

• At least 6 months of experience with technical support

• Excellent Member facing communication skills (spoken and written), along with strong soft skills

• Confidence managing multiple processes and workflows simultaneously

• Flexibility with your schedule. Your work hours will be based on business needs and may include nights and weekends

• Able to effectively work in a remote environment and be depended on for excellent punctuality and communication

Preferred Qualifications

• At least 6 months of experience with technical support

• Bachelor’s degree or equivalent experience

• Experience working in a remote environment

• Experience in healthcare or tech, preferably fast paced environments

• Familiarity with HIPAA regulations

• Experience with Zoom Contact Center and Freshdesk, or similar call and ticketing systems

• Experience working with AI

Compensation

This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. For this position, our salary ranges are listed below:

Tier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NC, NV, OR, PA: $18.75/hr - $28.13/hr

Tier 4: AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY: $16.96/hr - $25.44/hr

About Hinge Health

Hinge Health leverages software, including AI, to largely automate care for joint and muscle health, delivering an outstanding member experience, improved member outcomes, and cost reductions for its clients. The company has designed its platform to address a broad spectrum of MSK care—from acute injury, to chronic pain, to post-surgical rehabilitation—and the platform can help to ease members’ pain, improve their function, and reduce their need for surgeries, all while driving health equity by allowing members to engage in their exercise therapy sessions from anywhere. The company is headquartered in San Francisco, California.

Learn more at http://www.hingehealth.com

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Diversity and Inclusion

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.