Member Support Specialist

Eleanor Health

5d•$21 - $23•Remote

About The Position

The Member Support Specialist plays a critical role in delivering a high-quality experience for Eleanor Health’s Community Members. Reporting to the Member Support Center Supervisor, this role is responsible for managing inbound inquiries and resolving non-clinical member needs using an initial inquiry resolution framework. The Member Support Specialist supports operational performance goals while maintaining a strong focus on community member satisfaction. Our current hours are Monday - Friday from 8am-8pm EST you must be available to work any shift during these hours

Requirements

Minimum of one (1) year of experience in a healthcare environment; behavioral healthcare experience preferred.
High school diploma or equivalent required; Bachelor’s degree preferred.
Ability to work regularly scheduled shifts and meet operational coverage requirements.
Willingness and ability to complete all assigned responsibilities as required.

Nice To Haves

Prior experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) is preferred but not required.
Experience working with patients who have multiple medical and behavioral health diagnoses is preferred but not required.
Knowledge of managed care processes and health insurance coverage preferred.

Responsibilities

Effectively manage inbound calls and provide accurate, timely resolution to non-clinical inquiries in accordance with established policies, procedures, and workflows.
Communicate clearly and professionally with community members, internal team members, and other internal and external stakeholders.
Identify, troubleshoot, and implement solutions to resolve complex member issues.
Utilize a one-call resolution approach whenever possible, collaborating with or escalating issues to Market Operations or other functional teams as needed.
Navigate and utilize multiple systems and platforms, including but not limited to G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and related tools.
Work independently while also contributing effectively as part of a remote, team-based environment.
Maintain the ability to multitask efficiently in a fast-paced, high-volume setting.
Ensure reliable, secure internet access and maintain a secure, reasonably quiet work-from-home environment.
Complete additional administrative or operational duties as assigned.

Benefits

Generous Paid Time Off (prorated for new employees)
12 Vacation days
12 Wellness (Sick) days
3 Floating holidays
9 Company-observed holidays
Jury Duty, Voting Leave, and other forms of paid time off may be available
Eleanor-paid medical and dental insurance plans, with affordable vision coverage
401(k) plan with 3% match
Short-term disability
Long Term Disability - Picks up where Short Term Disability leaves off (employee paid).
Life Insurance - Both Eleanor and employee-paid options are available.
Family Medical Leave - Eleanor Health’s Paid Family & Medical Leave (“PFML”)
Wellness Perks & Benefits
Mindfulness App Reimbursement
EAP with eight face-to-face sessions
Virtual health and wellness visits covered by our medical plan.