Member Support Representative (Part-Time)

Justremote; United States; Remote; USD 29,000 - 30,000; Full time

Benefits offered by this job

Remote-First Company

Flexible & remote location

Engaging, collaborative team

Job summary

Foodsmart, a remote-first nutrition platform, is hiring a member support specialist. You will greet inbound inquiries, document interactions, and provide empathetic guidance to help members navigate Telenutrition and benefits.

You will collaborate with internal teams to resolve issues, perform real-time eligibility checks, and ensure accurate member records while maintaining HIPAA-compliant privacy. This role requires exceptional communication and the ability to work independently in a remote

Qualifications

• Strong written and verbal communication skills.
• Experience working remotely with minimal supervision.
• Ability to navigate knowledge bases and SOPs to resolve questions.

Responsibilities

• Serve as the first point of contact for all inbound member inquiries.
• Accurately document interactions and ongoing resolutions.
• Navigate FAQs and SOPs to resolve questions on the spot.
• Maintain accurate and complete member records.
• Provide basic technology troubleshooting and account support.
• Assist with HIPAA-compliant handling of PII/PHI information.
• Match members with the right dietitian and schedule appointments.

Skills

Empathetic communication

Remote work experience

Multitasking

Written communication

HIPAA awareness

Problem solving

Knowledge of SOPs

Tools

Knowledge base

Internal tools

Job description

About:

• Serve as the first point of contact for all inbound member inquiries, greeting every caller empathetically and patiently.
• Accurately document interactions and ongoing resolutions to ensure seamless follow-up.
• Efficiently navigate internal FAQs, knowledge base documentation, and standard operating procedures (SOPs) to resolve member questions on the spot.
• Document interactions and ongoing resolutions to ensure seamless follow-up.
• Ensure member records are accurate and complete.
• Multitask using internal tools and resources to perform real-time eligibility checks while delivering clear, empathetic benefits guidance to members.
• Field questions about the purpose and importance of Telenutrition.
• Match members with the right dietitian and find appointment times that fit their lives.
• Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help.
• Serve as a resource to troubleshoot, explain, and manage patient inquiries regarding incentive offerings in partnership with internal teams and external vendors.
• Maintain a high level of personal accountability when handling sensitive and protected information.
• Collaborate with peers, leaders, and other internal groups to find accurate solutions to complex problems.

Experience:

• A strong communicator, both orally and in writing, who can adjust communication style and preferences to fit various situations.
• A disciplined self-motivator: Capable of staying focused, managing time, and hitting productivity goals in a fully remote environment without direct supervision.
• An active digital communicator: Proactive about reaching out to teammates and leadership via approved communication methods when having questions or needing support.
• Able to manage multiple ongoing tasks without missing deadlines or cutoffs.
• Resilient, capable of quickly adapting to changes in workflows and processes, and able to pivot seamlessly when new information is provided.
• Able to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls.
• Experienced in solving complex problems that require critical thinking and resource navigation.
• Both independently motivated and team-minded, allowing management of own time and tasks to hit own goals while also supporting peers and seeking help when needed.
• Detail-oriented and committed to providing accurate and complete resolutions, willing to take ownership and responsibility for maintaining these standards.
• Goal-oriented and able to push oneself to meet both metric and quality goals.
• Comfortable with both giving and receiving feedback, both between oneself and leadership and in a peer-to-peer capacity.
• Prior remote experience is highly preferred: 1+ years of experience working successfully in a dedicated work-from-home or hybrid call-center environment.
• Reliable high-speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
• Ability to communicate complex information concisely in writing.
• Experience working with sensitive and protected information, including PII and PHI, and a basic understanding of HIPAA.
• A completely private, secure, and quiet workspace.
• Availability to work between Monday through Thursday from 11AM - 5:30PM PST and Friday from 11:30AM - 5PM PST. Availability until 8 PM PST a plus.

Salary and Perks:

Pay range: $20.68 - $21p/h

• Remote-First Company
• Flexible & remote location
• Engaging, collaborative team

About Foodsmart:

A digital personal nutrition expert.