Consult Support Specialist

Summary Of Position

The Consult Support Specialist (CSS) responsibilities include real-time monitoring of multiple dashboards and addressing member and provider escalations across multiple states, systems, and product lines. The CSS provides exceptional customer service, troubleshoots to find root causes, escalates issues to internal and external stakeholders, and delivers corrective action in a timely manner through clear and concise communication.

Essential Duties And Responsibilities

• Review, analyze, and research data points impacting department KPIs and take corrective action.
• Assess circumstances relevant to KPIs and provide real-time direction to internal and external stakeholders.
• Identify and document daily trends and communicate to key stakeholders.
• Acquire full knowledge and understanding of various products/proprietary systems to serve as a subject matter expert.
• Build and maintain a professional rapport with network providers to offer real-time assistance and ensure they have appropriate access to systems and tools.
• Act as a resource for members by assisting with consult inquiries and supporting member-provider interactions.
• Act as a liaison between IT and Operations to establish and maintain strong exchanges of information on technical or system issues.
• Attend Team huddles, team meetings, or debriefings.
• Maintain confidentiality of issues and comply with all applicable regulations (i.e., HIPAA).
• Provide a quality-driven experience for members and providers.
• Perform other duties as directed.

Qualifications Required For Position

• Work Weekdays and Weekends from 2:00pm to 10:30pm CST (schedule is nonnegotiable)
• Possess strong analytical and critical thinking skills
• Excellent written and verbal communication skills
• Represent Teladoc Health to members, providers, and clients in a courteous and professional manner
• 2+ Years in Customer Service Operations
• Proficient in MS Word, Excel, PowerPoint

Qualifications Preferred For Position

• Undergraduate Degree desired
• 6 months Teladoc Health customer relations experience preferred
• Experience in healthcare or mental health care preferred
• Prior call center leadership position, preferred
• Proactive and resourceful team player
• Demonstrates strong attention to detail
• Aptitude to learn, follow process, and identify innovations for improvement
• Possess the ability to work on multiple projects, define tasks, and assign priority level with minimal supervision
• Ability to adapt to changes in fast-paced work environment
• Working knowledge of mental health terminology, processes, and procedures, a plus

Pay & Benefits

The base salary range for this position is $22-$24/hourly. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2026. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions. During your first year of service, you will accrue 5.84 hours of PTO for each bi-weekly pay period. In addition, you will receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually. This applies to full-time positions only. If you are applying for a part-time role, your recruiter can provide additional details.