Member Support Representative, Tier 2

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

📋 Description

• Deliver live assistance for incoming member inquiries regarding services, eligibility, and benefits.

• Manage advanced technical troubleshooting and communicate directly with providers.

• Assist in operational projects.

• Engage empathetically and patiently with members and providers during live inbound calls.

• Record interactions and ongoing resolutions to ensure smooth follow-up.

• Keep accurate and complete member records.

• Verify eligibility, coverage, and provider benefits utilizing internal tools and resources.

• Clarify the significance and purpose of telenutrition.

• Connect members with dietitians and appropriate appointment slots.

• Resolve platform and account issues while offering basic technology support.

• Address inquiries related to food delivery and grocery ordering with internal teams and external partners.

• Handle sensitive and protected information with care.

• Collaborate with colleagues, leaders, and internal groups to address complex challenges.

⛳️ Requirements

• Exceptional oral and written communication skills, with the ability to adjust communication style as needed.

• Capability to juggle multiple ongoing tasks while meeting deadlines or cutoffs.

• Resilience and adaptability to changes in workflow and processes.

• Proficiency in navigating knowledge bases and multiple systems concurrently during live calls.

• Experience in solving intricate problems that require critical thinking and resource navigation.

• Self-motivated with a team-oriented mindset.

• Attention to detail and dedication to providing accurate and complete resolutions.

• Goal-oriented with the ability to achieve metric and quality targets.

• Comfort in both giving and receiving feedback.

• Access to reliable high-speed internet with a minimum of approximately 100 Mbps download and 20 Mbps upload.

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

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

• Experience managing 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, Monday through Friday.

🏝️ Benefits

• Remote-First Company.

• Flexible & remote location.

• Engaging, collaborative team environment.

• Time off.

• $4k annual commission plan ($1k per quarter).

• Not eligible for health insurance benefits.