Member Support Specialist

Orgenesis is seeking a dedicated, empathetic, and detail-oriented Member Support Specialist to provide high-quality support to members, healthcare partners, research collaborators, and organizational stakeholders within its global POCare™ ecosystem. This role is responsible for assisting members with inquiries, account support, onboarding, service navigation, and issue resolution while ensuring a seamless and positive experience across Orgenesis’ cell and gene therapy platform network. The ideal candidate is service-driven, organized, and capable of managing multiple member needs in a fast-paced biotechnology and healthcare environment.

Essential Responsibilities
Member Support & Assistance
Serve as a primary point of contact for member inquiries and service requests. Provide timely and accurate responses via phone, email, and support platforms. Assist members with account access, updates, and general navigation support.

Guide members through onboarding processes and service utilization. Ensure all member interactions are handled professionally and efficiently. Issue Resolution & Case Management
Investigate and resolve member issues promptly and effectively.

Log, track, and manage support cases in CRM or ticketing systems. Escalate complex or unresolved issues to appropriate internal teams. Follow up with members to ensure satisfaction and resolution.

Maintain ownership of cases from initiation to closure. Member Account Management
Maintain accurate and up-to-date member records in company systems. Assist with account creation, updates, and deactivation processes.

Support membership verification and documentation requirements. Ensure data accuracy and compliance with internal policies. Coordinate account-related requests with internal departments.

Communication & Engagement
Communicate clearly and professionally with members and internal teams. Provide updates on service requests, account status, and resolutions. Support member engagement initiatives and outreach programs.

Maintain positive and supportive relationships with members. Ensure consistent messaging aligned with company standards. Documentation & Reporting
Maintain detailed records of member interactions and support activities.

Update knowledge base articles, FAQs, and support documentation. Track and report on member service metrics and trends. Assist in preparing reports for leadership review.

Ensure CRM and support systems are accurate and up to date. Cross-Functional Collaboration
Collaborate with Customer Success, Operations, IT, Finance, Clinical, and Compliance teams. Coordinate resolution of member issues across departments.

Support onboarding, training, and service improvement initiatives. Participate in process improvement and service optimization efforts. Assist in implementation of new member support tools and workflows.

Compliance & Quality Assurance
Ensure adherence to company policies and service standards. Maintain confidentiality of member, healthcare, and company data. Follow all applicable healthcare, privacy, and regulatory guidelines.

Participate in quality assurance reviews and coaching sessions. Report any compliance concerns or risks promptly. Required Qualifications
Education
High School Diploma or GED required.

Associate’s or Bachelor’s Degree in Business Administration, Healthcare Administration, Communications, Life Sciences, or related field preferred. Experience
1–3 years of experience in member services, customer support, customer service, or related roles. Experience supporting healthcare, biotechnology, pharmaceutical, or life sciences organizations preferred.

Experience using CRM or ticketing systems. Technical Skills
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Experience with CRM platforms (Salesforce, HubSpot, Zendesk, or similar).

Familiarity with ticketing and case management systems. Strong data entry and documentation skills. Ability to quickly learn new systems and tools.

Preferred Qualifications
Bachelor’s degree in a related field. Experience in healthcare member services, patient support, or regulated environments. Familiarity with customer lifecycle and member engagement strategies.

Experience supporting remote or global teams. Knowledge of compliance-driven service environments. Core Competencies
Member/Customer Focus
Communication Skills (Written & Verbal)
Empathy & Relationship Building
Problem Solving
Attention to Detail
Organization & Time Management
Collaboration & Teamwork
Adaptability
Accountability
Conflict Resolution
Initiative
Service Excellence
Key Performance Indicators (KPIs)
Member Satisfaction Score (CSAT)
First Contact Resolution Rate
Response Time to Member Requests
Case Resolution Time
Member Retention and Engagement
CRM Data Accuracy
SLA Compliance Rate
Service Quality Metrics
Issue Escalation Effectiveness
Physical Requirements
Ability to sit and work at a computer for extended periods.

Ability to communicate effectively via phone, email, and video conferencing. Ability to manage multiple member interactions simultaneously. Ability to work in a fast-paced, service-oriented environment.

Benefits

Health & Wellness
Medical Insurance
Dental Insurance
Vision Insurance
Prescription Drug Coverage
Employee Assistance Program (EAP)
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Mental Health and Wellness Programs
Financial Benefits
Competitive Base Salary
Performance-Based Bonus Opportunities
401(k) Retirement Plan with Company Match
Life Insurance Coverage
Short-Term Disability Insurance
Long-Term Disability Insurance
Accidental Death & Dismemberment Insurance
Paid Time Off
Paid Vacation
Paid Holidays
Sick Leave
Personal Days
Bereavement Leave
Jury Duty Leave
Professional Development
Training and Development Programs
Customer Service & CRM Training
Tuition Assistance Programs
Certification Support
Career Advancement Opportunities
Work-Life Balance
Flexible Work Arrangements
Remote and Hybrid Work Options
Employee Recognition Programs
Inclusive and Collaborative Work Environment
Wellness and Engagement Initiatives
Equal Employment Opportunity Statement
Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are made based on qualifications, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.