Member Care Representative📣 إعلان

About Atheal Health and the Member Care Representative Role

Atheal Health is a personal health intelligence platform built for Saudi Arabia and the GCC, combining comprehensive biomarker testing, deep medical expertise, and consumer-grade product design. We help individuals understand their health proactively. We are seeking a Member Care Representative to join our team in Riyadh, Saudi Arabia. This is a full-time position, requiring approximately 1 to 3 years of experience in a related member or customer-facing role.

Role Purpose and Member Experience

The Member Care Representative ensures that members receive clear, actionable information about their health journey. This role guides members through their entire experience, from initial onboarding to understanding results and acting on them. It involves proactive engagement to prevent confusion or delays, ensuring members comprehend their health data and next steps. This is a non-clinical role focused on the member experience, not medical advice.

Key Responsibilities

• Guide new members through sign-up, health profile completion, and booking their initial blood test, providing preparation instructions and support.
• Manage daily member communications across WhatsApp, email, live chat, and social media, responding with precision and escalating clinical questions appropriately.
• Ensure members understand their test results, facilitate bookings with clinicians when necessary, and follow up to confirm adherence to health plans.
• Coordinate with lab partners to confirm bookings, track result delivery, and resolve any discrepancies before they impact the member.
• Collect and analyze member feedback through surveys, NPS, testimonials, and referrals, then relay insights to product, content, and clinical teams.
• Maintain accurate member progress and notes in CRM and internal dashboards, and create self-serve help articles for frequently asked questions.

Required Qualifications and Skills

• Approximately 1 to 3 years of experience in member care, customer support, patient/clinic coordination, or a direct customer-facing role.
• Proficiency in written Arabic and English, with the ability to communicate warmly and clearly.
• Demonstrated organizational skills to manage multiple members at various stages simultaneously.
• Experience using AI tools for drafting replies, summarizing conversations, and identifying common member inquiries.
• Comfortable working remotely within a small team, with a strong sense of ownership and accountability.
• Ability to handle sensitive member concerns with empathy; prior knowledge of lab work or biomarkers is not required as training will be provided.
• No formal degree is required; emphasis is placed on interpersonal skills and task completion.

Desired Attributes for Success

• Proactive approach to member engagement, including initiating follow-ups without being prompted.
• Clear understanding of role boundaries, specifically knowing when to escalate health-related questions to a clinician rather than providing personal interpretations.
• Commitment to timely responses, recognizing that promptness is integral to member care, especially when dealing with health-related inquiries.

Preferred Qualifications

• Experience within health, clinics, telehealth, wellness, or lab workflow environments.
• Previous experience supporting a founder, doctor, or customer-facing team directly.
• Familiarity with CRM and lifecycle messaging platforms, WhatsApp Business, scheduling and video tools, and Google Workspace.