Member Experience Representative
Mochi Health, Austin, TX, United States
Member Experience Representative
Healthcare is broken at the first step: patients can't find the right care, understand what it costs, or access the medications they need. Mochi Health is fixing this. We're building an AI-driven marketplace that makes healthcare discoverableconnecting patients to the right providers, transparent pharmacy pricing, and affordable medications. Over the past few years, we've grown rapidly by combining clinical expertise with technology that actually works for real people, not just hospital systems. Our platform does what legacy healthcare can't: it gives patients transparent pricing before they pay, personalized medication management that follows them across providers, and long-term access to their own medical records. We're proving that healthcare can be more affordable, more human, and far more intuitive than what exists today. Join a team that's rebuilding healthcare from the patient up. At Mochi Health, you'll work alongside people who value bold thinking, inclusive collaboration, and getting meaningful work into the world. If you want to do the most impactful work of your career, this is where to do it. 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 roleyou 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 responsibilityyou 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 preferredbilingual candidates will be prioritized and compensated at the higher end of our range Confident, warm, and clear on the phonepatients 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 Texasthis 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/day8-2 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 Workplace Policy
Mochi Health is an in-person company based in San Francisco, CA. Our team works together in person five days a week to foster collaboration, innovation, and strong connections. We believe that face-to-face interaction builds a culture of excellence and allows us to deliver the best outcomes for the patients and providers we serve. Equal Opportunity
Mochi Health is an Equal Opportunity Employer. We make all employment decisions based solely on merit. We provide equal employment opportunities to all applicants and employees without discrimination on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, disability status, or any other applicable legally protected characteristic. We prohibit any form of discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring. Accommodations
Mochi Health complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local laws. We will reasonably accommodate qualified individuals with a disability during the application process and throughout employment as required by law. If you need any assistance or accommodations due to a disability, please contact us at hr@joinmochi.com.
Healthcare is broken at the first step: patients can't find the right care, understand what it costs, or access the medications they need. Mochi Health is fixing this. We're building an AI-driven marketplace that makes healthcare discoverableconnecting patients to the right providers, transparent pharmacy pricing, and affordable medications. Over the past few years, we've grown rapidly by combining clinical expertise with technology that actually works for real people, not just hospital systems. Our platform does what legacy healthcare can't: it gives patients transparent pricing before they pay, personalized medication management that follows them across providers, and long-term access to their own medical records. We're proving that healthcare can be more affordable, more human, and far more intuitive than what exists today. Join a team that's rebuilding healthcare from the patient up. At Mochi Health, you'll work alongside people who value bold thinking, inclusive collaboration, and getting meaningful work into the world. If you want to do the most impactful work of your career, this is where to do it. 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 roleyou 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 responsibilityyou 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 preferredbilingual candidates will be prioritized and compensated at the higher end of our range Confident, warm, and clear on the phonepatients 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 Texasthis 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/day8-2 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 Workplace Policy
Mochi Health is an in-person company based in San Francisco, CA. Our team works together in person five days a week to foster collaboration, innovation, and strong connections. We believe that face-to-face interaction builds a culture of excellence and allows us to deliver the best outcomes for the patients and providers we serve. Equal Opportunity
Mochi Health is an Equal Opportunity Employer. We make all employment decisions based solely on merit. We provide equal employment opportunities to all applicants and employees without discrimination on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, disability status, or any other applicable legally protected characteristic. We prohibit any form of discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring. Accommodations
Mochi Health complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local laws. We will reasonably accommodate qualified individuals with a disability during the application process and throughout employment as required by law. If you need any assistance or accommodations due to a disability, please contact us at hr@joinmochi.com.