Member Support Specialist, Escalations & Accommodations

Foodsmart

2d•Remote

About The Position

Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases. At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment: Customer First, Make It Happen, and One Team. Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food. The Member Support Specialist serves as the final point of contact for complex member issues, including grievances, advanced escalations, and accessibility or accommodation requests. This individual is responsible for resolving highly sensitive situations that require strong judgment, cross-functional coordination, and nuanced communication with members, health plans, and internal stakeholders. The ideal candidate brings advanced critical thinking, emotional intelligence, and the ability to de-escalate challenging situations while ensuring members feel heard, supported, and respected.

Requirements

Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
A completely private, secure, and quiet workspace.
Bachelor’s degree or higher.
3–5+ 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.
Familiarity with accessibility and accommodation processes (preferred).
Experience reviewing formal documentation (e.g., authorized representative forms, medical or legal documentation) is a plus.

Nice To Haves

Familiarity with accessibility and accommodation processes
Experience reviewing formal documentation (e.g., authorized representative forms, medical or legal documentation)

Responsibilities

Own and resolve high-priority, complex, or sensitive member escalations end-to-end.
Serve as the “last line” point of contact for unresolved member concerns
Investigate grievances thoroughly, synthesizing information from multiple systems and stakeholders.
Ensure timely, compliant, and well-documented resolution of all escalations.
Review and assess accommodation and accessibility requests with sound judgment and consistency.
Evaluate supporting documentation, including authorized representative forms and related records.
Determine appropriate next steps, including approvals, denials, or escalations
Partner with internal teams to ensure accommodations are implemented and documented effectively.
Communicate professionally and clearly with health plans, providers, and external partners.
Adapt communication style based on audience (members, executives, clinical and member support teams, partners).
Translate complex issues into actionable insights for internal stakeholders.
Lead de-escalation efforts with empathy, professionalism, and control.
Balance compassion with boundary-setting to maintain productive interactions.
Ensure members feel supported, respected, and confident in the resolution process.
Make independent, high-stakes decisions within established guidelines.
Identify when to escalate issues further vs. resolve directly.
Recognize patterns and recommend improvements to reduce future escalations.