Member Support & Retention Specialist

JumpstartMD • CA

92d

About The Position

Join our team as a Support & Retention Specialist and play a key role in building lasting relationships with JumpstartMD members! In this role, you’ll engage with members to enhance their experience, address their concerns, and retain their membership by providing exceptional customer support. You will serve as the go-to person for member retention, billing inquiries, and inventory management for our clinics. In addition to improving member satisfaction, you’ll handle billing support, including questions related to insurance claims and payments, and assist in ensuring our clinics are fully stocked by managing inventory and supply chain needs. You’ll collaborate with our sales team to develop effective retention strategies and help promote our innovative products and services.

Requirements

• Bachelor's degree in sales, marketing, business administration, or related field (or equivalent work experience)
• 3+ years of experience in customer support, sales, or retention roles, preferably in a healthcare or wellness environment
• Experience with billing, claims, and insurance-related inquiries
• Strong skills in inventory management and supply chain processes
• Excellent verbal and written communication skills, with the ability to engage with members empathetically and professionally.
• Strong problem-solving skills, with the ability to develop creative solutions to retain memberships
• Proficient in customer relationship management (CRM) systems and sales/marketing software
• Ability to multitask and remain calm in challenging situations
• Strong organizational skills, attention to detail, and a positive attitude

Responsibilities

• Act as the primary point of contact for members across all JumpstartMD clinics, addressing their needs and enhancing their overall experience.
• Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries.
• Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention.
• Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to JumpstartMD.
• Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products.
• Monitor and reply to member questions and support the needs of our membership through the App.
• Deliver exceptional customer care in every interaction, ensuring members feel supported, valued, and empowered throughout their health journey.
• Demonstrate a strong history of outstanding customer service in previous roles, with the ability to handle inquiries, resolve concerns, and maintain positive relationships with members professionally and compassionately.

Benefits

• Opportunity for Growth: Collaborate with a passionate team to scale a best-in-class medical weight management, health, and wellness program nationally.
• Competitive Compensation: Enjoy competitive pay reflecting your skills and contributions
• Comprehensive Benefits: Access medical, dental, and vision benefits with eligibility at 25+ hours a week.
• Financial Security: Participate in a 401(k) plan with a company match, promoting long-term financial well-being.
• Time Off: Benefit from accrued paid time off to maintain a healthy work-life balance.
• Wellness Support: Receive 4 annual paid wellness days to prioritize your health.
• Access free JSMD services (Weight Loss and Bio-identical Hormone Therapy).
• Enjoy discounted JSMD Products (e.g., Vitamin Therapy, supplements, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees