Member Operations Analyst

Healthcare quality is declining and soaring costs are crushing American families and businesses. At Garner, we’ve developed a revolutionary approach to evaluating doctor performance and a unique incentive model that's reshaping the healthcare economy to ensure everyone can afford high quality care. By providing organizations relief from surging healthcare costs, we've experienced rapid adoption in the market and have more than doubled our revenue annually over the last 5 years, becoming the fastest growing company in our space. To support our continued growth, we're expanding our team by over 50% each year, seeking exceptional talent to shape our unique, award winning culture (for example, USA Today Top Workplaces 2025) designed to cultivate teamwork, trust, autonomy, exceptional results, and individual growth that creates an inflection point in your career.

About the role:

We are seeking a Member Operations Analyst to be the face of Garner for users of a new product. In this role, you will serve as the front line of support for our members, acting as a trusted guide in helping them understand and navigate their healthcare benefits. You’ll engage directly with members through phone, chat, and email to help them access the highest-quality care at the lowest possible cost.

This role requires more than just excellent service — we’re looking for someone who can thrive in an evolving environment and is comfortable with complexity. You’ll need to balance professionalism and empathy with strong attention to detail and the ability to interpret nuanced benefit information.

This role will report directly to the VP of Product and will be part of a cross-functional team of operators, account managers, and product developers working to bring a new product to market.

We are currently looking for candidates who can work Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. This position is fully remote.

What you will do:

• Deliver exceptional service to our members on complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• In partnership with the VP of Product, define what a great member experience looks like for this new product, and iterating as we learn more about our clients and members
• Answer detailed process questions by team members and ensuring all issues are resolved in a timely manner
• Identify, plan, and implement improvement initiatives to improve the member experience
• Relay member feedback to product and operations teams to improve Garner’s solution
• Maintain detail-oriented working knowledge of employer health benefits and insurance
• Be a subject matter expert in member-facing issues

What you will bring to the team:

• A minimum of 2 years relevant experience with increasing levels of responsibility in a customer support or operations role
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• A desire to work in a rapidly evolving startup environment
• A high level of process-orientation, digital organization, and resourcefulness
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• Experience working in a rapidly evolving startup environment 
• A desire to be a part of our mission to improve the U.S. healthcare system

Compensation Transparency:

The base salary range for this position is $65,000 - $80,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.