Member Support Representative (Temporary, Part-Time)

• As a Member Support Agent, you will provide direct live support for incoming member inquiries regarding services, eligibility, appointments, platform access, and food benefits, while assisting with elevated technical troubleshooting, provider coordination, and special operational projects
• As a core member of our team, you will drive issue resolution with a strong sense of urgency while maintaining high personal accountability for protecting sensitive member information
• This is a temporary part-time position requiring approximately 29 hours per week. This position is expected to last up to 6 months
• Serve as the first point of contact for all inbound member inquiries, greeting every caller empathetically and patiently
• Accurately document interactions and ongoing resolutions to ensure seamless follow-up
• Efficiently navigate internal FAQs, knowledge base documentation, and standard operating procedures (SOPs) to resolve member questions on the spot
• Document interactions and ongoing resolutions to ensure seamless follow-up
• Ensure member records are accurate and complete
• Multitask using internal tools and resources to perform real-time eligibility checks while delivering clear, empathetic benefits guidance to members
• 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
• Serve as a resource to troubleshoot, explain, and manage patient inquiries regarding incentive offerings in partnership with internal teams and external vendors
• 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

• Paid health insurance
• Flexible working location
• Flexible working hours
• Unlimited PTO
• 401k, bonus & stock options- Detail-oriented, committed to providing accurate and complete resolutions, and willing to take ownership and responsibility for maintaining standards
• Ability to communicate complex information concisely in writing
• Resilience and adaptability to quickly pivot with changes in workflows and processes
• Disciplined self-motivation, able to stay focused and manage time to meet productivity goals in a fully remote environment without direct in-person supervision
• Strong oral and written communication skills with the ability to adjust communication style to various situations
• Availability to work between 9AM - 5PM PST Monday-Friday. Availability until 8PM PST is a plus. Hours are subject to change based on business needs
• Experience working with sensitive and protected information, including PII and PHI, with a basic understanding of HIPAA
• Ability to work independently while also being team-minded to manage personal tasks and support peers
• Experience solving complex problems that require critical thinking and resource navigation
• Goal-oriented, able to push yourself to meet both metric and quality goals
• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload
• Proactive digital communication; comfortable reaching out to teammates and leadership via approved communication methods for support or questions
• Ability to navigate knowledge bases and multiple systems while engaging in live calls
• Comfortable giving and receiving feedback in both leadership and peer-to-peer settings
• Prior remote experience (Highly Preferred): 1+ years working successfully in a dedicated work-from-home or hybrid call-center environment
• Ability to manage multiple ongoing tasks without missing deadlines or cutoffs
• A completely private, secure, and quiet workspace