Member Support Specialist, Escalations & Grievances

• Own and resolve high-priority, complex, or sensitive member escalations end-to-end.
• Own all escalations and grievances relating to RDs end-to-end and collaborate with the Clinical Operations team.
• Investigate RD reports of member behavior and safety concerns.
• Serve as the “last line” point of contact for unresolved member concerns.
• Investigate escalated or complex member and internal requests relating to member profile and food benefit issues.
• Ensure timely, compliant, and well-documented resolution of all escalations.
• Communicate professionally and clearly with health plans, providers, and external partners.
• Adapt communication style based on audience.
• Translate complex issues into actionable insights for internal stakeholders.
• Manage and escalate benefit and account issues to engineering and product teams.
• Lead de-escalation efforts with empathy, professionalism, and control.
• Maintain communication standards and ensure accuracy of resources.
• Make independent, high-stakes decisions within established guidelines.

• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
• A completely private, secure, and quiet workspace.
• 1–3+ years in member/patient support, escalations, grievances, or case management.
• Experience working with health plans, healthcare systems, or regulated environments preferred.
• Demonstrated experience handling complex escalations or complaint resolution.
• Experience working in technically complex roles.

Pay range: $40K - $46K

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions