Member Support Representative (Part-Time)

You will:

• Serve as the first point of contact for all inbound member inquiries, greeting every caller empathetically and patiently.
• Accurately document interactions and ongoing resolutions to ensure seamless follow-up.
• Efficiently navigate internal FAQs, knowledge base documentation, and standard operating procedures (SOPs) to resolve member questions on the spot.
• Document interactions and ongoing resolutions to ensure seamless follow-up.
• Ensure member records are accurate and complete.
• Multitask using internal tools and resources to perform real-time eligibility checks while delivering clear, empathetic benefits guidance to members.
• 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.
• Serve as a resource to troubleshoot, explain, and manage patient inquiries regarding incentive offerings in partnership with internal teams and external vendors.
• 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.

You are:

• A strong communicator, both orally and in writing, that can adjust your communication style and preferences to fit various situations.
• A disciplined self-motivator: Capable of staying focused, managing your time, and hitting productivity goals in a fully remote environment without direct, in-person supervision.
• An active digital communicator: Proactive about reaching out to teammates and leadership via approved communication methods when you have questions or need support.
• 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. 

You have:

• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
• Prior remote experience (Highly Preferred): 1+ years of experience working successfully in a dedicated work-from-home or hybrid call-center environment.
• 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.
• Availability to work between Monday through Thursday from 11AM - 5:30PM PST and Friday from 11:30AM - 5PM PST. Availability until 8 PM PST a plus!

What success looks like:

• Quality Assurance (QA): Maintaining a high QA score (e.g., 90%+) on recorded live calls and written documentation.
• First Contact Resolution (FCR): Resolving escalations efficiently without unnecessary back-and-forth.
• Schedule Adherence: Reliability in covering the critical Monday through Thursday from 11AM - 5:30PM PST and Friday from 11:30AM - 5PM PST PST shift window.