Remote Member Support Specialist

Ilant Health; Northern (KY); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Fully remote

Health benefits

PTO 2 weeks

Floating holiday

Paid sick leave

Holidays

401(k)

FSA options

Job summary

Ilant Health, a value-based healthcare provider, is hiring full-time, shift-based Member Support Specialists to serve as the front line of member support in a fully remote environment. You will handle inbound and outbound communication across phone, email, and messaging channels, resolving issues such as scheduling and program questions.

The role emphasizes speed, accuracy, and adherence to SOPs, with high-volume case management, documentation in Zendesk, and cross-functional coordination with

Qualifications

• 1+ years in customer support, operations, or high-volume service environment (healthcare, telehealth, call center, or logistics preferred).
• Experience working with ticketing systems (e.g., Zendesk or similar).
• Strong written and verbal communication skills.
• Comfort working in a shift-based environment (including evenings/weekends if needed).
• Experience in healthcare navigation, care coordination, or telehealth.
• Familiarity with labs, pharmacies, or scheduling workflows.
• Experience working in SLA-driven or queue-based environments.
• Demonstrated ability to follow SOPs in regulated environments.
• Spanish-speaking a plus.
• Highly organized and detail-oriented — you don’t miss things.
• Process-driven — you follow instructions precisely and consistently.
• Fast and efficient — you can handle volume without sacrificing quality.
• Customer-friendly but not meandering — warm, but direct and effective.
• Strong problem solver — you figure things out, not just pass things along.
• Accountable — you own outcomes, not just tasks.

Responsibilities

• Respond to inbound calls, emails, and messages across your shift.
• Triage and resolve scheduling, program questions, and troubleshooting.
• Manage a continuous queue of inbound requests across channels.
• Maintain clean, structured documentation in systems (e.g., Zendesk).
• Follow standard operating procedures exactly as written; use macros and decision trees.
• Escalate only when appropriate—and with complete context.
• Take full ownership of issues from start to resolution; navigate ambiguity.
• Coordinate with clinical team, peer navigators, pharmacy partners, and labs.
• Support clinical team delays by notifying members in virtual waiting rooms or rescheduling as needed.
• Ensure smooth handoffs and timely follow-ups; flag recurring issues to leadership.

Skills

Customer support

High-volume service

Zendesk

Written & verbal communication

Shift-based work

Healthcare navigation

SLA-driven

Spanish-speaking

Organized & detail-oriented

Problem solving

Accountable

Tools

Zendesk

Job description

Ilant Health, a value-based healthcare provider, is hiring full-time, shift-based Member Support Specialists to serve as the front line of member support in a fully remote environment. You will handle inbound and outbound communication across phone, email, and messaging channels, resolving issues such as scheduling and program questions.

The role emphasizes speed, accuracy, and adherence to SOPs, with high-volume case management, documentation in Zendesk, and cross-functional coordination with