Member Support Specialist

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

📋 Description

• Oversee incoming calls and deliver precise, timely resolutions to non-clinical inquiries.

• Maintain clear and professional communication with community members, internal colleagues, and both internal and external stakeholders.

• Detect, troubleshoot, and implement solutions for intricate member issues.

• Utilize a one-call resolution strategy whenever feasible.

• Collaborate with or escalate matters to Market Operations and other functional teams as necessary.

• Navigate and utilize G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and related tools effectively.

• Work autonomously in a remote, team-oriented environment.

• Efficiently multitask in a dynamic, high-volume setting.

• Complete additional administrative or operational tasks as assigned.

⛳️ Requirements

• At least one (1) year of experience in a healthcare setting.

• Previous experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) is preferred but not mandatory.

• Experience working with patients who have various medical and behavioral health diagnoses is preferred but not mandatory.

• High school diploma or equivalent is required.

• Bachelor’s degree is preferred.

• Familiarity with managed care processes and health insurance coverage is preferred.

• Ability to work scheduled shifts regularly and meet operational coverage needs.

• Willingness and capability to fulfill all assigned responsibilities as needed.

• Availability to work any shift Monday–Friday between 8am–8pm EST.

• Reliable and secure internet access is essential.

• A secure, reasonably quiet work-from-home environment is required.

🏝️ Benefits

• Generous Paid Time Off (prorated for new employees).

• 12 Vacation days.

• 12 Wellness (Sick) days.

• 3 Floating holidays.

• 9 Company-observed holidays.

• Jury Duty, Voting Leave, and other forms of paid time off may be available.

• Eleanor-paid medical and dental insurance plans.

• Affordable vision coverage.

• 401(k) plan with a 3% match.

• Short-term disability.

• Long Term Disability (employee paid).

• Life Insurance (Eleanor and employee-paid options).

• Paid Family & Medical Leave (PFML).

• Mindfulness App Reimbursement.

• EAP with eight face-to-face sessions.

• Virtual health and wellness visits covered by medical plan.