Member Support Specialist

About the role

The Member Support Specialist plays a critical role in delivering a high-quality experience for Eleanor Health’s Community Members. Reporting to the Member Support Center Supervisor, this role is responsible for managing inbound inquiries and resolving non-clinical member needs using an initial inquiry resolution framework. The Member Support Specialist supports operational performance goals while maintaining a strong focus on community member satisfaction.

Our current hours are Monday - Friday from 8am-8pm EST; you must be available to work any shift during these hours.

Responsibilities

• Effectively manage inbound calls and provide accurate, timely resolution to non-clinical inquiries in accordance with established policies, procedures, and workflows.
• Communicate clearly and professionally with community members, internal team members, and other internal and external stakeholders.
• Identify, troubleshoot, and implement solutions to resolve complex member issues.
• Utilize a one-call resolution approach whenever possible, collaborating with or escalating issues to Market Operations or other functional teams as needed.
• Navigate and utilize multiple systems and platforms, including but not limited to G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and related tools.
• Work independently while also contributing effectively as part of a remote, team-based environment.
• Maintain the ability to multitask efficiently in a fast-paced, high-volume setting.
• Ensure reliable, secure internet access and maintain a secure, reasonably quiet work-from-home environment.
• Complete additional administrative or operational duties as assigned.

Requirements

• Minimum of one (1) year of experience in a healthcare environment; behavioral healthcare experience preferred.
• Prior experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) is preferred but not required.
• Experience working with patients who have multiple medical and behavioral health diagnoses is preferred but not required.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Knowledge of managed care processes and health insurance coverage preferred.
• Ability to work regularly scheduled shifts and meet operational coverage requirements.
• Willingness and ability to complete all assigned responsibilities as required.

Pay

The total target compensation range for this position is $21-23 an hour. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.

Benefits

• Generous Paid Time Off (prorated for new employees):
  • 12 Vacation days
  • 12 Wellness (Sick) days
  • 3 Floating holidays
  • 9 Company-observed holidays
  • Jury Duty, Voting Leave, and other forms of paid time off may be available
• Eleanor-paid medical and dental insurance plans, with affordable vision coverage
• 401(k) plan with 3% match
• Short-term disability
• Long Term Disability (employee paid)
• Life Insurance (both Eleanor and employee-paid options are available)
• Family Medical Leave (Paid Family & Medical Leave for approved family and medical reasons)
• Wellness Perks & Benefits:
  • Mindfulness App Reimbursement
  • EAP with eight face-to-face sessions
  • Virtual health and wellness visits covered by our medical plan