Member Support Specialist

Accountabilities:

• • Manage inbound calls and inquiries, providing accurate, timely, and professional resolution to non-clinical member needs in accordance with established policies, procedures, and workflows.
  • Apply a one-call resolution approach whenever possible, taking ownership of member requests from initial contact through resolution.
  • Identify, troubleshoot, and resolve complex member issues, collaborating with Market Operations and other internal teams or escalating matters when appropriate.
  • Communicate clearly, professionally, and empathetically with community members, colleagues, and internal or external stakeholders.
  • Navigate multiple systems and platforms, including G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and other relevant tools.
  • Maintain accurate and efficient workflows while managing multiple requests in a fast-paced, high-volume environment.
  • Work independently while contributing effectively to a remote, team-oriented environment.
  • Maintain reliable, secure internet connectivity and a secure, reasonably quiet home workspace suitable for handling member interactions.
  • Support operational performance and member satisfaction goals through consistent service quality and adherence to established processes.
  • Complete additional administrative and operational responsibilities as assigned.

  Requirements:

  • At least 1 year of professional experience working in a healthcare environment; behavioral healthcare experience is preferred.
  • Experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) is preferred but not required.
  • Experience working with patients or members managing multiple medical and behavioral health conditions is an advantage.
  • High school diploma or equivalent required; a Bachelor’s degree is preferred.
  • Familiarity with managed care processes and health insurance coverage is preferred.
  • Strong communication and customer service skills, with the ability to remain professional, empathetic, and solution-oriented in member interactions.
  • Demonstrated ability to troubleshoot issues, identify appropriate solutions, and collaborate or escalate effectively when needed.
  • Comfortable learning and navigating multiple software platforms and digital systems simultaneously.
  • Strong organizational and multitasking skills, with the ability to manage high-volume workflows while maintaining accuracy.
  • Ability to work independently and reliably in a remote environment.
  • Availability to work the required schedule and meet operational coverage expectations.
  • Willingness and ability to complete all assigned responsibilities and adapt to changing operational needs.

  Benefits:

  • Hourly compensation: $21–$23 per hour, with actual compensation determined by qualifications, experience, education, certifications, skills, and geographic location.
  • Part-time temporary position expected to last approximately two months.
  • Anticipated schedule: Monday–Friday, 9:00 a.m.–1:00 p.m. ET.
  • Remote work arrangement within the United States.
  • Full-time employee benefits may include generous paid time off, prorated where applicable, including vacation, wellness/sick days, floating holidays, and company-observed holidays.
  • Medical and dental insurance plans, with affordable vision coverage for eligible full-time employees.
  • 401(k) retirement plan with a 3% employer match for eligible employees.
  • Short-term and long-term disability coverage.
  • Life insurance options.
  • Paid Family & Medical Leave for qualifying family and medical circumstances.
  • Wellness resources, including mindfulness app reimbursement and an Employee Assistance Program with face-to-face sessions.
  • Access to virtual health and wellness services through the medical plan.