Member Support Representative, Foodsmart

• Strong oral and written communication skills with the ability to adjust communication style to various situations
• Capable of staying focused, managing your time, and hitting productivity goals in a fully remote environment without direct, in-person supervision
• Proactive digital communicator who reaches out via approved methods when support is needed
• Able to manage multiple ongoing tasks without missing deadlines or cutoffs
• Resilient, able to quickly adapt 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
• Independently motivated and team-minded, able to manage your own time while also supporting your peers and seeking help when needed
• Detail oriented, 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, between you and leadership and in a peer-to-peer capacity
• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload
• 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!

Desirable

• As a Member Support Agent, you will provide direct live support for incoming member inquiries regarding services, eligibility, appointments, platform access, and food benefits, while assisting with elevated technical troubleshooting, provider coordination, and special operational projects
• As a core member of our team, you will drive issue resolution with a strong sense of urgency while maintaining high personal accountability for protecting sensitive member information
• This is a part-time position requiring approximately 29 hours per week
• 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
• 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