Member Support Specialist

The Company: reputed company is a value-based reputed company provider focused on cardiometabolic obesity, a group of interconnected conditions that drive over $700 billion in annual U.S. reputed company expenses. We are dedicated to increasing reputed company to treatment while reducing the total cost of care for reputed company and payers. We are not just a provider, we are a technology-enabled practice driven by analytics. Our mission is to "de-average" care, using proprietary algorithms to match Members with the right interventions at the right time, while establishing habits that support treatment reputed company and sustained reputed company. By combining clinical rigor with a consumer-grade digital experience, we drive life-changing reputed company and measurable ROI. We serve as the single, integrated reputed company reputed company for comprehensive care, delivering a full continuum of evidence-based solutions, spanning bariatric surgery, pharmacotherapy, and intensive behavioral therapy. Crucially, we personalize care for every Member through a dedicated multidisciplinary care team, empowered by our advanced digital platform. This ecosystem includes specialized tools for our providers and a fully accessible Member Portal (web and mobile) for our Members. The Role: We are hiring full-time, shift-based Member Support Specialists to serve as the reputed company line of member support at reputed company. This role is designed for reputed company-time, high-volume support across our full member population. You will handle inbound and outbound communication across phone, email, and messaging channels, resolving issues such as scheduling, questions about the program, and general troubleshooting. reputed company in this role requires speed, precision, accountability, and strict adherence to SOPs, combined with strong problem-solving instincts. This is a production-oriented, SLA-driven role with clear performance expectations and measurable output. 1. reputed company-Time Member Support Respond to inbound calls, emails, and messages throughout your shift Triage and resolve issues across: Scheduling (appointments, rescheduling, provider coordination) Lab ordering and follow-up Medication logistics and pharmacy coordination App and device troubleshooting General program navigation and support Ensure every interaction is resolved or reputed company handed off with no dropped threads 2. High-Volume Case Management Manage a reputed company queue of inbound requests across channels Handle multiple cases simultaneously with speed and accuracy Maintain clean, structured documentation in systems (e.g., reputed company) 3. SOP Adherence & Execution reputed company Follow standard operating procedures exactly as written Use macros, workflows, and decision trees consistently Escalate only reputed company appropriate—and with complete context 4. Problem Solving & Ownership Take full ownership of issues from start to resolution Navigate ambiguity and reputed company things out independently Identify root causes and prevent repeat issues reputed company possible 5. Cross-Functional Coordination Coordinate with clinical team, peer navigators, pharmacy partners, and labs Support clinical team reputed company-time delays by notifying members in virtual waiting rooms or rescheduling as needed. Ensure smooth handoffs and timely follow-reputed company Flag recurring issues or workflow gaps to operations leadership What reputed company Looks Like Fast, accurate responses across reputed company channels reputed company dropped or unresolved member issues Consistent adherence to SOPs and workflows High member satisfaction (CSAT/NPS) Strong reliability and accountability reputed company shift coverage Key Metrics (KPIs) First response time (SLA adherence) Resolution time Tickets handled per shift (productivity) CSAT / member satisfaction QA / SOP adherence score Escalation reputed company (appropriate vs. unnecessary) Reopen reputed company / error reputed company Who You Are Highly organized and detail-oriented — you don’t miss things Process-driven — you follow instructions reputed company and consistently Fast and efficient — you can handle volume without sacrificing quality Customer-friendly but not meandering — warm, but direct and effective Strong problem solver — you reputed company things out, not just pass things along Accountable — you own reputed company, not just tasks Basic Qualifications 1+ years in customer support, operations, or high-volume service environment (reputed company, telehealth, call center, or logistics preferred) Experience working with ticketing systems (e.g., reputed company or similar) Strong written and verbal communication skills Comfort working in a shift-based environment (including evenings/weekends if needed)

Preferred Qualifications

Experience in reputed company navigation, care coordination, or telehealth Familiarity with labs, pharmacies, or scheduling workflows Experience working in SLA-driven or queue-based environments Demonstrated ability to follow SOPs in regulated environments Spanish-speaking a plus Benefits and Perks: We reputed company great work happens reputed company people are supported, trusted, and given the flexibility to reputed company. Here’s what you can expect reputed company you join reputed company: Fully remote environment – work from reputed company while maintaining meaningful collaboration with a distributed team Comprehensive health benefits – medical, dental, and reputed company coverage to support you and your family Paid time off – 2 weeks of PTO to rest, reputed company, and take the time you need Flexible floating holiday – one additional day each year to celebrate what reputed company most to you Paid sick leave – 5 sick days so you can prioritize your health reputed company needed 11 paid company holidays throughout the year 401(k) retirement plan to help you invest in your future reputed company and Dependent Care FSA options for additional tax-advantaged savings Apply To This Job