Member Support Representative

Job Description

JOB DETAILS

REQUIREMENTS

• 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.

You have:

• 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.
• Flexible availability, including weekends, between 8:00 AM and 8:00 PM PST.

RESPONSIBILITIES

• Empathetically and patiently interact with members 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.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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