Calibrate is on a mission to change the way the world treats weight by redefining obesity care as a matter of biology, not willpower. Designed by world leaders in metabolic health, our program combines clinical research, personalized coaching, and lifestyle intervention to deliver lasting weight loss and improved metabolic outcomes. With obesity as America’s largest chronic condition, impacting 175mm adults in a $600B market, we’re closing the care gap by offering the first value-based model in obesity treatment.

Since launching Direct-to-Consumer in 2020, we’ve expanded into Enterprise channels to improve access, and our app-based experience supports members with coaching, tailored education, daily tracking, and community engagement across the four pillars of metabolic health: food, sleep, exercise, and emotional wellbeing.

ABOUT THE ROLE

A Member Care Coordinator sits at the intersection of Member Experience and Clinical Operations. The role of a Member Care Coordinator is to ensure that members receive timely, coordinated, and high quality care; acting as the “glue” between the Clinical, Coaching, and Operational teams. They ensure smooth handoffs between teams, including but not limited to, proactive outreach, scheduling assistance, advanced scale troubleshooting, and any necessary follow up to ensure members proceed through their journey seamlessly.

This is a full-time, hourly role with a hourly rate of $21-22 per hour. We are offering three different shifts:

• 8:00am - 4:30pm EST
• 9:30am - 6:00pm EST
• 11:30am - 8:00pm EST

KEY RESPONSIBILITIES 

Member Escalation & VIP Management 

• VIP Outreach: Manage a dedicated portfolio of VIP members, executing proactive outreach and providing white-glove service to ensure satisfaction and retention. This includes monitoring the member’s enrollment and onboarding journey, ensuring they have everything they need to be successful at each step of their Calibrate journey. 
• Advanced Scale Troubleshooting: Identify and troubleshoot emerging systemic issues impacting multiple members, collaborating directly with Whithings, Product, and Engineering to track and report resolution.
• Handle Complex Escalations: Serve as the start to finish point of contact for complex, high-emotion member issues that require advanced troubleshooting, de-escalation skills, and specialized knowledge. Including documentation of the escalation, follow-up, and reporting trends in escalations to leadership.   

Enterprise & Compliance Expertise 

• Enterprise Subject Matter Expert (SME): Serve as the team's expert on specific Enterprise client requirements, including eligibility criteria, and specialized support protocols. Includes being available for training on our client personas and being available to support peers. 
• Medical Records Requests: Manage the end-to-end workflow for legal and compliance-driven tasks, including processing formal Medical Records Requests, releases, and coordinating chart abstraction. 

Communication

• Voice of the Customer (VOC): Systematically track, analyze and report recurring themes from escalations and member messaging/phones to leadership, driving continuous process and policy improvement 
• White Glove Experience: Own member communication from initial outreach to resolution, including proactive outreach and case monitoring  

BACKGROUND AND EXPERIENCE

• 2+ years of experience in an advanced customer service, escalation management, or account management role, preferably within a regulated healthcare environment.
• Exceptional verbal, written, and de-escalation skills, with proven ability to communicate complex, sensitive information with professionalism and empathy.
• Familiarity with sensitive documentation management, compliance processes, and medical record handling (e.g., HIPAA compliance).
• Exceptional organizational skills and rigorous attention to detail in high-stakes documentation.
• Self-starter who is comfortable navigating ambiguity and driving resolution with minimal supervision.
• Creative problem solving skills that can be leveraged to empower others 
• Ability to quickly pivot from creating process and efficiency at scale to then going deep on a particular member situation in order to solve a nuanced challenge
• Ability to learn quickly and be comfortable using a variety of applications and software
• Ability to be flexible and embrace change while remaining highly organized

BENEFITS

At Calibrate, we’re committed to putting our team members in control of their health. In 2026, we are proudly offering the following benefits:

• Enjoy a generous paid time off policy, including multiple paid company holidays, wellness days, and floating holidays to support your work-life blend.
• Medical, dental, and vision benefit options to keep you and your family healthy.
• Calibrate-funded disability and basic life insurance, ensuring peace of mind during unforeseen events.
• Access to several wellness programs, including a complimentary Headspace membership, and therapy on your schedule with Headspace Care.
• Employee Assistance Program through Prudential to receive counseling on a wide range of topics.
• Remote-first ways of working, with the flexibility to work from any state.
• Competitive paid parental leave program to support new parents.

OUR VALUES

We’re in it together: We have an audacious mission, and we’re building a lot of things for the first time — from the first DTC pharma business within the healthcare ecosystem to the data infrastructure for providing real-world evidence in the largest category of chronic disease. It takes superpowers to build something simple and intuitive within the complex healthcare market, so we identify and work as a team from our individual points of strength. Not everyone has to be good at everything, but we know that when we harness what we’re each great at, we’re unstoppable.

Small wins create big wins: We ground every experience in optimism, recognizing and celebrating successes along the way. We break projects down into smaller components. And we focus on where we have momentum. We always plan for larger goals with the knowledge that our plans will evolve as we achieve smaller milestones.

You’re in control: We don’t let location stand in the way of the best talent — and from coaches to engineers, we are a remote-first team. Our business is multi-faceted, so each Calibrater is hired to be an expert in their piece of it — in control of their own initiatives, in control of their own impact, and in control of driving their own (real) results.

Real results matter: We’re obsessed with outcomes because when our members win, we win, and the data proves that we’ve built the best metabolic health program on the market. We’re purposeful, optimistic, and relentlessly confident that we can solve the biggest medical issue of the 21st century.

Calibrate is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of changing the way the world treats weight, we are building an environment where every Calibrater can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.  

#LI-REMOTE