Member Support Representative Tier 2 (Part-Time)

• Provide live support for incoming calls directly from members seeking guidance with understanding services, eligibility, and benefits.
• Handle core member inquiries and elevated technical troubleshooting.
• Liaise directly with providers and support operational projects.
• Demonstrate urgency in finding resolutions and maintain high standards of accountability.
• Empathetically and patiently interact with members and providers.
• Document interactions and resolutions for seamless follow-up.
• Ensure member records are accurate and complete.
• Multitask to verify eligibility and communicate information during live calls.
• Field questions about telenutrition and match members with dietitians.
• Assist with troubleshooting platform and account issues, providing basic tech support.
• Address questions related to food delivery and grocery ordering.
• Collaborate with peers and internal groups for problem solving.

• Strong communication skills, both oral and written.
• Ability to manage multiple tasks and meet deadlines.
• Resilience and adaptability to workflow changes.
• Experience in solving complex problems requiring critical thinking.
• Motivated independently and able to work in teams.
• Detail-oriented, committed to accuracy and complete resolutions.
• Experience working in a support role, in-person or on live calls.
• Ability to communicate complex information concisely in writing.
• Experience handling sensitive and protected information, familiar with HIPAA.
• Reliable internet with minimum speeds of 100 Mbps download and 20 Mbps upload.
• Availability for shifts ending at 8:30 PM PST, Monday-Friday.

Pay range: $20.68 - $24p/h

• Remote-first company
• Flexible & remote location
• Engaging, collaborative team