Member Support Representative (Full-Time)

Foodsmart

1d•Remote

About The Position

As a Member Support Representative, you will be responsible for providing live support for incoming calls directly from our members as they seek support with understanding our services, their eligibility, and their benefits. You will assist these members with registration, with scheduling, rescheduling, and canceling appointments, with accessing the Foodsmart and affiliate platforms, and with understanding the status of their food benefits and how to access them. As part of our team you will demonstrate a sense of urgency toward finding resolutions and a strong sense of personal accountability around handling sensitive and protected information.

Requirements

Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
Experience working in a support role, either in person or on live calls.
The ability to communicate complex information concisely in writing.
Experience working with sensitive and protected information, including PII and PHI, and a basic understanding of HIPAA.
A completely private, secure, and quiet workspace.
Flexible availability, with a preference for availability 11:30am- 8:00 PM PST.
A strong communicator, both orally and in writing, that can adjust your communication style and preferences to fit the situation.
Able to manage multiple ongoing tasks without missing deadlines or cutoffs.
Resilient, and capable of quickly adapting to changes in workflows and processes, and able to pivot seamlessly when new information is provided.
Able to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls.
Experienced in solving complex problems that require critical thinking and resource navigation.
Both independently motivated and team-minded, allowing you to manage your own time and tasks to hit your own goals while also supporting your peers and seeking help when needed.
Detail oriented and committed to providing accurate and complete resolutions, and willing to take ownership and responsibility for maintaining these standards.
Goal oriented and able to push yourself to meet both metric and quality goals.
Comfortable with both giving and receiving feedback, both between you and leadership and in a peer-to-peer capacity.

Responsibilities

Empathetically and patiently interact with members as you take live inbound calls.
Document interactions and ongoing resolutions to ensure seamless follow-up.
Ensure member records are accurate and complete.
Multitask using internal tools and resources to verify eligibility and coverage provider benefits while clearly communicating this information to the members during live calls
Field questions about the purpose and importance of telenutrition.
Match our members with the right dietitian and find appointment times that fit into their lives.
Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help.
Work with internal groups and external partners to address questions relating to food delivery and ordering groceries.
Maintain a high level of personal accountability when handling sensitive and protected information.
Collaborate with peers, leaders, and other internal groups to find accurate solutions to complex problems.