Member Support Representative

Who you are

• A strong communicator, both orally and in writing, that can adjust your communication style and preferences to fit the situation
• Able to manage multiple ongoing tasks without missing deadlines or cutoffs
• Resilient, and capable of quickly adapting to changes in workflows and processes, and able to pivot seamlessly when new information is provided
• Able to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls
• Experienced in solving complex problems that require critical thinking and resource navigation
• Both independently motivated and team-minded, allowing you to manage your own time and tasks to hit your own goals while also supporting your peers and seeking help when needed
• Detail oriented and committed to providing accurate and complete resolutions, and willing to take ownership and responsibility for maintaining these standards
• Goal oriented and able to push yourself to meet both metric and quality goals
• Comfortable with both giving and receiving feedback, both between you and leadership and in a peer-to-peer capacity
• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload
• Experience working in a support role, either in person or on live calls
• The ability to communicate complex information concisely in writing
• Experience working with sensitive and protected information, including PII and PHI, and a basic understanding of HIPAA
• A completely private, secure, and quiet workspace
• Availability to work 4-8 hour shifts ending at 8:30 PM PST Monday-Friday

What the job involves

• As a Member Support Representative Tier 2, you will be responsible for providing live support for incoming calls directly from our members as they seek guidance with understanding our services, their eligibility, and their benefits
• In addition to handling core member inquiries, Tier 2 representatives handle elevated technical troubleshooting, liaise directly with providers, and support operational projects
• As part of our team, you will demonstrate a strong sense of urgency toward finding resolutions and maintain a high standard of personal accountability when handling sensitive and protected information
• This is a part-time position requiring approximately 30 hours per week
• Empathetically and patiently interact with members and providers as you take live inbound calls
• Document interactions and ongoing resolutions to ensure seamless follow-up
• Ensure member records are accurate and complete
• Multitask using internal tools and resources to verify eligibility and coverage provider benefits while clearly communicating this information to the members during live calls
• Field questions about the purpose and importance of telenutrition
• Match our members with the right dietitian and find appointment times that fit into their lives
• Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help
• Work with internal groups and external partners to address questions relating to food delivery and ordering groceries
• Maintain a high level of personal accountability when handling sensitive and protected information
• Collaborate with peers, leaders, and other internal groups to find accurate solutions to complex problems

Benefits

• Unlimited PTO
• Flexible working hours
• Flexible working location
• Paid health insurance
• 401k, bonus & stock options