Member Support Representative, Calibrate
The pay rate for this role is $20.00-22.00 per hour. Offers equity
More information about location
Obesity and metabolic health treatment
Open for applications
Obesity and metabolic health treatment
201-500 employees
Open for applications
The pay rate for this role is $20.00-22.00 per hour. Offers equity
More information about location
201-500 employees
Company mission
To change the way the world treats weight.
Role
Who you are
- Highschool degree or equivalent required
- A self-starter with the ability to hold yourself accountable in a remote working environment
- Strong verbal and written communication skills. Patient, personable, and kind -- in writing, in person, on the phone, and on video
- A quick learner and comfortable using a variety of applications and software, which will include practice management systems, electronic health records, and related software; must be knowledgeable in Microsoft Office, Gmail, Google Drive, and Slack and have familiarity with CRM systems and practices
- Previous experience in hospitality, member services, or customer support, ideally at an early-stage startup
- High level of creativity with problem-solving and troubleshooting
- Adaptable and flexible to changing priorities, SLAs, workflows and organizational changes
- Strong time management and organizational skills with the ability to prioritize and self-motivate to achieve and exceed personal, team and department SLAs and goals
- Great active listening skills with a focus on empathy
- Ability to work under pressure, with an escalated members
- Strong work ethic and ability to remain positive with day to day impact on the workload
- Enjoys working both independently and collaboratively as part of a remote team
- Able to multitask by conducting phone conversations while documenting details of the call and moving the call forward
- Strong preference for individuals who have worked in omni channel support centers
- Impeccable attention to detail
- Multilingual skills a plus, but not required
What the job involves
- Calibrate is looking for positive, energetic, and experienced member-centric support representatives to deliver exceptional care to our valued members through multiple channels, including phone support
- In this role you will be responsible for completing tasks and resolving member inquiries to deliver an excellent experience, while helping our members achieve their desired outcomes
- The shift for this role is Friday, Saturday, and Sunday, 11:30am-8:00pmEST. Weekends are REQUIRED
- Efficiently manage a high volume of inbound member calls in a professional, timely and caring manner while providing accurate answers and information
- Respond to inquiries from members in a timely, professional, and empathetic manner; follow-up to ensure resolution
- Ensure quality member experiences are consistently delivered across channels (asynchronous messaging, phone, live chat) following all local, state, and federal guidelines
- Identify members’ needs by asking clarifying questions, researching issues and providing solutions and/or alternatives within established workflows
- Engage, support, and retain members by building rapport and going the extra mile while providing compassion and empathy that results in solutions
- Demonstrate Calibrate’s values with every member interaction
- De-escalate situations involving dissatisfied members, offering empathetic assistance and support
- Thoroughly document all member interactions, next steps and escalating to your manager as appropriate
- Make outbound calls to members, labs and pharmacies as part of various workflows
- Contribute to achieving Calibrate service level agreements through collaboration with team members, leaders and other departments
- Support Calibrate members in a variety of areas such as responding to general program inquiries, verifying member information, processing account updates, and leverage strong computer skills and the ability to navigate through multiple systems to research information quickly and effectively
- Provide accurate, valid and complete information by using the right methods/tools that align with member request and asking for support if information is incomplete
- Share member feedback and information with Associate Managers in order to continuously improve and evolve the member experience
- Strong interpersonal skills with the ability to build rapport quickly and communicate effectively with members and other team members of Calibrate
- Serve as a proud brand ambassador for Calibrate, consistently championing our core values
- Take ownership of your personal performance including key metrics relevant to Calibrate standards
- These are key responsibilities for this role but may change with evolving business needs
Our take
Obesity affects four in ten Americans, but treatment has long been overlooked, often categorized as a lifestyle problem rather than a healthcare issue. Calibrate is changing that by offering a combination of cutting-edge medication and physiological training to help people make lasting changes to their weight.
The medications used by Calibrate, including GLP-1 drugs, have shown strong results in clinical trials. When combined with sustainable lifestyle changes, its program helps patients achieve lasting weight loss. However, while these medications show promise, long-term safety and effectiveness still require further study, especially since continued use is necessary to prevent weight regain.
Despite these concerns, Calibrate's approach has helped over 20,000 people, and many have sustained health improvements well beyond the first year. It has faced some challenges, including negative press and a round of layoffs, but with funding and positive attention around next-gen weight loss drugs, the company continues to be a leader in the field.
Steph
Company Specialist at Welcome to the Jungle
Insights
-23% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Nov 2023
$29m
GROWTH EQUITY VC
Aug 2021
$100m
SERIES B
Total funding: $156.6m
Company benefits
- Generous paid time off, including an all-company holiday over Thanksgiving week
- Calibrate-funded health benefits (medical, dental, vision) - starting at zero cost to you
- One Medical membership and Teladoc virtual care
- Fertility, gynecology, and wellness services through Kindbody
- Therapy on your time with a free year of Talkspace membership
- Health advocacy and assistance services through Health Advocate
- Commuter benefits, ClassPass memberships, and gym memberships
- Remote team with a headquarters in NYC
- Competitive Paid Parental Leave for parents
Company HQ
Union Square, New York, NY
Leadership
Rob MacNaughton
(CEO)Joined Calibrate in January 2024 at CEO. Prior to that, they were the CEO of Curve Health. They also served as the CEO of NurseGrid and as a Senior Vice President and CPO at Cambia Health Solutions.
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