Member Care Representative

What This Role IsAtheal exists because people deserve to understand what is happening inside their body, in language that makes sense, with a clear path to act. Member Care is where that promise either holds or breaks.Data, doctors, and plans mean nothing to a member who is confused, left waiting, or unsure what to donext.This role is the person who makes sure that does not happen. You carry a member through the whole experience, from the day they join to the day they understand their results and act on them, and every question in between. Done well, someone walks away knowing something real about their own health that they did not know before, and knowing what to do about it.About AthealAtheal is a personal health intelligence platform built for Saudi Arabia and the GCC. We combinecomprehensive biomarker testing, deep medical expertise, and consumer-grade product design to help people understand their health before problems emerge.Backed by Sanabil Studio by Redesign Health.What You’ll Own• Getting new members started. Own the experience from the moment someone joins to themoment they are booked and ready. Guide people through sign-up, their health profile, and booking their first blood test, walk them through what to expect and how to prepare, and stay with anyone who needs a hand so nothing practical stands between them and starting.• Day-to-day member conversations. Answer questions across WhatsApp, email, website livechat, and social media comments and DMs with warmth and precision, hold the same tone at the tenth message of the day as the first, and escalate cleanly when something is outside what you should answer.• From results to plan. Make sure a member does not stop at a delivered result. Walk them through what happens next, get them booked with a clinician where that is the next step, and follow up until they have actually started their plan, not just received it.• Lab coordination. Confirm bookings, track that results are delivered on time and land correctly in the right member record, and act as the link between members and lab partners when something slips, before the member is the one who notices.• Member feedback and insight. Run post-plan surveys, NPS, testimonials, and referral follow-ups, then bring the patterns back to product, content, and clinical. You hear things nobody else at Atheal hears, and that only counts if it travels.• Records and self-serve knowledge. Keep member progress and notes accurate in the CRM and internal dashboards so anyone picking up a conversation is not starting from zero, and turn any question you have answered twice into a help article you never answer a third time.What Strong Looks Like Here• You follow up before anyone asks you to. The best work in this role is outbound. Nobody will tell you a member went quiet after their draw. Noticing it, and doing something about it, is the job.• You know where your answer stops. You can be genuinely reassuring without drifting intointerpreting anyone’s results. When a question belongs to a clinician, you hand it over quickly and warmly rather than improvising a good-sounding answer.• You treat a slow reply as a real cost. A member waiting on you is not waiting on customer service. They are sitting with a question about their own body. Speed here is not a service metric, it is part of the care.You May Be a Good Fit If You• Have roughly 1 to 3 years in member care, customer support, patient or clinic coordination, oranother role where you were the person members or customers actually talked to.• Write warmly and clearly in Arabic and English, and can hold the same care in a written message that you would in person.• Stay organized across dozens of members at different stages at once without letting anyone fall through, and can show how you keep track.• Use AI tools in your actual work, drafting and sharpening replies, summarizing conversations,spotting what members keep asking about, and want to get better at it rather than hide it.• Are comfortable working remotely on a small team, where follow-through is yours to own andnobody is standing behind you checking.• You do not need to know lab work already. If you are new to biomarkers, panels, or preventivehealth, we will teach you. What we cannot teach is how you treat someone who is worried.• No formal degree required. How you treat people and whether things get finished matter more here than where you studied.• Strong plus. Experience in health, clinics, telehealth, wellness, or lab workflows, having supported a founder, doctor, or customer-facing team directly, and comfort with CRM and lifecycle messaging platforms, WhatsApp Business, scheduling and video tools, and Google Workspace.What This Isn’t• Not a ticket-closing support seat. Waiting for the inbox to fill is the smaller half of this job. The bigger half is reaching out first, because you noticed something.• Not a clinical role. You never advise from your own head. When a question is about someone’shealth rather than their experience, it goes to a clinician.• Not a role you can do by copying and pasting. Every member is at a different point in their ownhealth, and the reply that fits one of them will not fit the next.Why This MattersPreventive health only works if people finish what they start. A test booked and never taken, or a result delivered and never understood, leaves someone exactly where they were before they trusted us with it. This role is how that gap gets closed. It is the difference between a member who learns something real about their own body and one who never does.ApplyIf you want to be the person a member actually remembers from their experience with Atheal, we’d love to hear from you.