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.