Member Support Representative, Tier 1

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide real-time assistance for incoming member inquiries regarding Foodsmart services, eligibility, and benefits.

• Aid members in the processes of registration, appointment scheduling, rescheduling, and cancellations.

• Support members in accessing Foodsmart and associated platforms.

• Clarify food benefit statuses and the procedures for access.

• Record interactions and ongoing resolutions for future follow-up.

• Ensure member records are accurate and complete.

• Verify eligibility and coverage provider benefits utilizing internal tools.

• Address questions related to telenutrition.

• Connect members with dietitians and appropriate appointment slots.

• Troubleshoot issues related to the platform, accounts, and basic technology.

• Collaborate with internal teams and external partners regarding food delivery and grocery ordering inquiries.

• Manage sensitive and protected information with personal accountability.

• Work alongside colleagues, leaders, and internal teams to resolve intricate problems.

⛳️ Requirements

• Proven experience in a support role, either in person or via live calls.

• Reliable high-speed internet connection with a minimum of 100 Mbps download and 20 Mbps upload.

• Capability to convey complex information clearly and concisely in writing.

• Experience in handling sensitive and protected information, including PII and PHI.

• Basic understanding of HIPAA regulations.

• A completely private, secure, and quiet workspace.

• Availability for 4–8 hour shifts concluding by 8:30 PM PST, from Monday to Friday.

• Ability to juggle multiple ongoing tasks and meet deadlines.

• Proficiency in navigating knowledge bases and various systems concurrently.

• Experience in critical thinking and complex problem-solving.

• Capability to achieve metric and quality targets.

• Strong verbal and written communication skills.

🏝️ Benefits

• Remote-first company.

• Flexible and remote working location.

• Paid time off.

• Collaborative team atmosphere.

• Not eligible for health insurance benefits.