Member Navigation Coordinator (Must sit in PST or EST)

• Hourly Rate: $36-40/hr commiserate with location and experience.
• Average Hours/Week: 25-32
• Schedule: 100% Remote, must work Eastern Time Zone Hours
• Shift: 12:30/1 PM - 7/8 PM

• Start: ASAP

Core Responsibilities We’re building a new model for primary care — one where people actually have a doctor they trust and a relationship that works. Aligned connects members with primary care providers (APCs) who have the time and context to know them. Our job is to make sure that relationship actually starts. That’s where you come in.

We’ve built a lot of automation into our member support operation. The cases that reach our human team are the ones that didn’t fit a clean path — members who are confused, skeptical, stuck between systems, or just need a real person to think through their situation with them. This role exists to handle those moments well.

You’ll work with members who reach out via email, SMS, phone, and chat — guiding them from initial interest through enrollment and their first visit. You’ll also work with our provider network to support scheduling and handoffs. And when you notice a pattern in the friction points, you’ll tell us.

Qualifications/Skills

• Respond to inbound member questions via chat, SMS, email, and phone — turning interest into action.
• Guide members through selecting an Aligned primary care provider and completing enrollment.
• Support scheduling and the initial handoff between member and provider.
• Triage and resolve member issues, escalating to an internal expert when needed and tracking through to resolution.
• Log and update member interaction records and appointment status in our systems.
• Identify patterns in friction and propose process improvements to the team.
• Keep our provider knowledge base and support workflow documentation current.

Company Benefits/Perks

• Remote work in a high growth, mission driven company