MedOps Specialist

EDEN HEALTH INTERNATIONAL INC•Denver, CO

2d•$23 - $24•Remote

About The Position

Eden Health is looking for a MedOps Specialist to join the Telehealth Operations team. This role is responsible for managing and resolving pending orders, with a primary focus on failed payments and member follow-up workflows. You will play a critical role in ensuring orders move efficiently from pending to processing with the pharmacy while maintaining a high-quality member experience. This is a hands-on, execution-focused role. You will work within daily operational queues, support members directly, and partner with internal teams such as MX, Bask, and pharmacy partners to resolve issues and keep order flow moving. As Eden continues to scale, the volume of pending orders and payment-related issues has increased. Failed payments remain one of the largest drivers of delays in order flow. This role exists to ensure these orders are actively managed, resolved quickly, and accurately tracked. By owning this workflow, the MedOps Specialist directly reduces pendings, improves order conversion to pharmacy, and supports overall operational efficiency and member satisfaction.

Requirements

Strong attention to detail and ability to manage high-volume workflows
Ability to prioritize tasks and work efficiently under time pressure
Clear written communication skills for member outreach
Experience working with spreadsheets and operational tracking tools
Ability to follow SOPs and make sound decisions within defined workflows
Team-oriented mindset with willingness to support broader operational needs

Nice To Haves

Experience in telehealth, medical operations, or customer support
Experience handling payment-related issues or order management workflows
Familiarity with Slack, Google Sheets, and SOP-driven environments

Responsibilities

Own the Failed Payment queue across all assigned pharmacies.
Review and take action on all new failed payment orders within 24 business hours.
Retry payments, update orders, and guide members to resolve payment issues.
Ensure orders are moved to Sent to Pharmacy once payment is successful.
Maintain strict outreach cadence and avoid duplicate communication.
Identify the root cause of payment failures including member, bank, or system issues.
Escalate disputes and refunds when required.
Escalate recurring or systemic issues to Bask support with clear documentation.
Track and manage escalations through resolution.
Conduct outreach to members to resolve payment issues and unblock orders.
Provide clear, timely, and supportive communication.
Follow structured touchpoint cadence until resolution or cancellation.
Support a seamless and positive member experience throughout the process.
Work MedOps follow-up tickets daily.
Resolve member requests, answer questions, and address order-related issues.
Partner with internal teams to ensure timely resolution of tickets.
Balance ticket work alongside queue ownership and daily priorities.
Log all actions, outreach, and outcomes in shared MedOps tracking systems.
Maintain accurate status updates and color coding within spreadsheets.
Contribute to Daily PharmMedOps Notes and reporting.
Identify trends and flag recurring issues to leadership.
Support team members during high-volume periods or workload surges.
Assist with additional pendings or operational needs as required.
Maintain responsiveness across Slack and company email.
Collaborate cross-functionally to resolve issues and improve workflows.