About the Opportunity
The hiring organization is seeking a full-time, shift-based Member Support Specialist to deliver real-time, front-line assistance across its member population. Operating in a high-volume, SLA-driven environment, this role handles inbound and outbound inquiries across phone, email, and messaging channels. Key priorities include rapid triage, strict adherence to standard operating procedures (SOPs), and end-to-end resolution of member requests covering scheduling, medication logistics, lab workflows, and digital platform troubleshooting. This is an educational and supportive support position that does not involve sales or clinical duties and does not provide medical advice.
Key Responsibilities
- Provide real-time member support by answering inbound calls, emails, and messages, ensuring all interactions reach complete resolution or a clear, documented handoff.
- Triage and resolve operational requests, including appointment scheduling, provider coordination, lab order tracking, medication logistics, pharmacy coordination, app and device troubleshooting, and general program navigation.
- Manage high-volume queues across multiple communication channels simultaneously while maintaining accurate, structured documentation within ticketing systems such as Zendesk.
- Execute established SOPs, macros, workflows, and decision trees precisely, escalating complex matters only when necessary with full contextual documentation.
- Coordinate across multidisciplinary teams, including clinical staff, peer navigators, pharmacy partners, and diagnostic laboratories.
- Manage virtual waiting room communications by alerting members to clinical delays in real time and facilitating rescheduling as needed.
- Investigate root causes of recurring member issues and flag operational or workflow gaps to leadership.
Required Qualifications
- 1+ years of experience in customer support, operations, or a high-volume service environment.
- Professional experience utilizing customer support ticketing platforms (such as Zendesk or comparable systems).
- Direct experience in healthcare navigation, care coordination, or telehealth.
- Demonstrated familiarity with diagnostic labs, pharmacy coordination, or healthcare scheduling workflows.
- Proven track record operating within queue-based, SLA-driven environments and adhering strictly to SOPs in regulated settings.
- Strong written and verbal communication skills, with the ability to deliver warm, concise, and direct member service.
- Flexibility and willingness to work in a shift-based schedule, including potential evening and weekend hours.
Preferred Qualifications
- Prior support experience within healthcare, telehealth, call center, or logistics environments.
- Professional proficiency in Spanish.
Work Environment and Benefits
- Full-time, fully remote role based in the United States.
- Comprehensive health benefits, including medical, dental, and vision coverage.
- Paid time off, paid sick leave, and paid company holidays.
- 401(k) retirement plan.
- Healthcare and dependent care Flexible Spending Accounts (FSA).