Member Support Specialist, Foodsmart
Escalations & Grievances
$40-50k
Plus potential $8,000 annual bonus
Telenutrition & foodcare network
Open for applications
Telenutrition & foodcare network
501-1000 employees
Open for applications
$40-50k
Plus potential $8,000 annual bonus
501-1000 employees
Company mission
To provide simple solutions to accomplish health goals through a personalized program.
Role
Who you are
- The ideal candidate brings advanced critical thinking, emotional intelligence, and the ability to tackle advanced issues while ensuring members and RDs feel heard, supported, and respected
- Advanced Critical Thinker: Ability to assess complex, ambiguous situations and determine the best course of action
- Agile in Communication: Strong written and verbal communication skills with the ability to tailor tone and messaging across audiences
- Sound Judgment: Trusted to make decisions on sensitive accommodation and escalation cases
- De-escalation & Mediation Minded: Proven ability to manage high-emotion interactions and drive resolution
- Empathetic with Authority: Can create a supportive experience while maintaining control and direction of the conversation
- Detail Orientated: Strong documentation and compliance mindset, especially with sensitive or regulated processes
- Technically Proficient: Established acumen for technically intricate situations, and capable of communicating effectively with product and engineering teams
- Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload
- A completely private, secure, and quiet workspace
- 1–3+ 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
- Experience working in technically complex roles
What the job involves
- This role serves as the final point of contact for complex member issues, including health plan grievances, RD grievances, and advanced member account support and food benefits escalations
- 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
- Own and resolve high-priority, complex, or sensitive member escalations end-to-end
- Own all escalations and grievances relating to RDs end to end, and collaborate with the Clinical Operations team to manage and document these effectively
- Investigate RD reports of member behavior and safety concerns
- Serve as the “last line” point of contact for unresolved member concerns in their scope
- Investigate escalated or complex member and internal requests relating to member profile and food benefit issues
- Ensure timely, compliant, and well-documented resolution of all escalations
- 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
- Manage and escalate benefit and account issues to the engineering and product team, and manage ongoing requests and projects with these groups
- Lead de-escalation efforts with empathy, professionalism, and control
- Maintain communication standards by monitoring the quality of communication around benefit programs and account issues between member support and members
- Ensure internal and external resources outlining benefits programs are current and accurate
- 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
- Success in this role looks like:
- Complex escalations are resolved efficiently and thoughtfully
- Members and RDs feel heard and supported—even in difficult situations
- Health plan and partner communications are clear, professional, and effective
- Trends in escalations are identified and fed back to improve the overall member experience
- Emerging product and engineering issues are escalated in a timely manner, and ongoing issues are contributed to and closely monitored
Our take
Eating well can be a challenge, especially for people with care commitments or lower incomes. Unfortunately, not eating well can worsen various health problems, leading to increased medical costs in the long run.
To help with this, Foodsmart supplies meal kits tailored to each customer's nutritional needs and dietary preferences. With registered dieticians consulting and guiding subscriber meal plans, the company has smartly carved a science-first niche in the multi-billion dollar meal plan delivery service market.
With over 1 million users enrolled, Foodsmart has proven popular. It also boasts demonstrated results such as positive weight loss for obese subscribers, and lowered systolic blood pressure for those with hypertension. It continues to be popular with investors too, with its fundraises supporting the expansion of operations and its business reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Jun 2024
$200m
GROWTH EQUITY VC
Jan 2024
$10m
SERIES C
Total funding: $309.9m
Company benefits
- Unlimited PTO
- Flexible working hours
- Flexible working location
- Paid health insurance
- 401k, bonus & stock options
Company HQ
Jackson Square, San Francisco, CA
Leadership
Jason Langheier
(Founder & Chief Science Officer)Board Director at Partnership for Healthier America. Co-Founder and former CTO at Proventys, and Chairman and Founder of Fitness Forward. MPH at Harvard in Epidemiology, Biostatistics and Decision Sciences.
Kurt Knight
(CEO)Joined the company as CEO in 2025. Previously spent almost 14 years at Amwell, ultimately as COO for 5 years.
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