Support Services Specialist

Yuzu Health, Inc.; United States; Remote; USD 48,000 - 55,000; Full time

Benefits offered by this job

Equity opportunities

401K with Employer matching

Career growth opportunities

Job summary

Yuzu Health Inc. is seeking a Member and Provider Experience Specialist to join our growing team.

You will be the first point of contact for members and healthcare providers, delivering compassionate, solution-oriented support by phone and helping resolve benefits, eligibility, and claims inquiries with accuracy and care. Responsibilities include answering calls, explaining plan policies and tools, collaborating with internal departments, and maintaining HIPAA confidentiality while striving to

Qualifications

• Empathy and active listening are essential to understand member and provider needs.
• Attention to detail and accuracy in information delivery.
• Ability to prioritize workload in a fast-paced environment.
• Strong problem-solving and critical thinking capabilities.
• Dependability and accountability in handling inquiries.
• Collaborative team player mindset.

Responsibilities

• Answer inbound calls from members and providers in a professional manner.
• Provide accurate information on benefits, eligibility, claims status, authorizations, and network participation.
• Research and resolve complex inquiries by collaborating with internal teams.
• Educate members and providers on plan policies, digital tools, and resources.
• Escalate issues for timely resolution and maintain HIPAA confidentiality.
• Meet or exceed performance metrics for call quality and customer satisfaction.
• Contribute to scaling the Support team as we grow.

Skills

Empathy

Active listening

Accuracy

Prioritization

Problem solving

Dependability

Team orientation

Job description

Yuzu is a tech-enabled, vertically integrated Third Party Administrator (TPA) that powers innovative health plans centered on care navigation, capitated primary care, and real-time payments. Unlike traditional TPAs, we partner closely with plan designers who serve as care navigators, contract negotiators, and sales teams for the uniquely tailored plans they create.

We currently support thousands of employees and differentiate ourselves by helping new models of healthcare delivery come to life — enabling new ways to access and pay for care through health care coverage.

Our goal is simple: make it easy for any business to build and manage a custom health plan. We do this by efficiently processing claims, ensuring regulatory compliance, and building technology that enables custom payment flows and seamless collaboration across stakeholders. Equally important, we provide our members with high-quality support to ensure they have the guidance and assistance they need at every step of their healthcare journey.

As we continue to grow, we’re excited to welcome another talented Support Team member to help us continue delivering exceptional service and innovation.

The Role:

The Member and Provider Experience Specialist serves as the first point of contact for members and healthcare providers, delivering high-quality, compassionate, and solution-oriented support over the phone. This role is responsible for resolving benefit, eligibility, and claims-related inquiries while ensuring an exceptional service experience for all stakeholders.

In this role, you will:

Answer inbound calls from members and providers in a professional and courteous manner.

Provide accurate information regarding benefits, eligibility, claims status, authorizations, and network participation.

Research and resolve complex inquiries by collaborating with internal departments.

Educate members and providers on plan policies, digital tools, and available resources.

Escalate issues as appropriate to ensure timely resolution.

Maintain confidentiality and adhere to HIPAA guidelines.

Meet or exceed performance metrics related to call quality, timeliness, and customer satisfaction.

Play a critical role in evolving and strengthening our Support team as we scale and take on new challenges

Who We’re Looking For:

We’re seeking a motivated, ethical, and compassionate individual who thrives in a fast-paced, detail-oriented environment and is passionate about doing the right thing and making a difference.

Core Competencies:

Empathy and active listening

A strong commitment to accuracy and attention to detail

The ability to prioritize workload effectively in a fast-paced environment

Problem-solving and critical thinking

Dependability and accountability

Team-oriented mindset

What Will Make You Stand Out:

Experience with innovative health insurance plan designs, including Reference-Based Pricing (RBP), cash payment models, and employer-sponsored Direct Primary Care

Familiarity with HIPAA, CMS, or managed care guidelines

Bilingual skills (especially Spanish) are a plus

Why Join Us:

Equity opportunities

Approximately $48-$55k in annual salary depending on experience, location, and desired equity

401K with Employer matching

Career growth and development opportunities

Work Hours will be Monday - Friday 9am - 6pm EST

We are a high-trust team with radically high transparency and autonomy

Our Interview Process:

If you’re selected for an interview, here’s what you can expect:

Initial 30–45 minute video conversation with Support Operations Leadership

Follow-up conversation with members of the broader Operations Leadership team

Take-home assignment (approx. 2 hours) designed to reflect real on-the-job work

Reference checks with 1–2 individuals you provide

Possible onsite visit to our NYC office, depending on your location and role expectations