Member Support Specialist

This position is a part-time, temporary role expected to last approximately two months, based in the United States.

About the role

You will serve as a key point of contact for community members, managing inbound inquiries and resolving non-clinical needs with empathy and professionalism. The role emphasizes timely, accurate, and ideally first-contact resolution while maintaining a high standard of service. You will collaborate with internal teams to troubleshoot more complex issues and ensure members receive appropriate support. The role operates in a fast-paced, high-volume environment where organization, multitasking, and clear communication are essential. You will work remotely as part of a collaborative team while using multiple digital platforms and systems to manage member interactions.

Responsibilities

• Manage inbound calls and inquiries, providing accurate, timely, and professional resolution to non-clinical member needs in accordance with established policies, procedures, and workflows.
• Apply a one-call resolution approach whenever possible, taking ownership of member requests from initial contact through resolution.
• Identify, troubleshoot, and resolve complex member issues, collaborating with Market Operations and other internal teams or escalating matters when appropriate.
• Communicate clearly, professionally, and empathetically with community members, colleagues, and internal or external stakeholders.
• Navigate multiple systems and platforms, including G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and other relevant tools.
• Maintain accurate and efficient workflows while managing multiple requests in a fast-paced, high-volume environment.
• Work independently while contributing effectively to a remote, team-oriented environment.
• Maintain reliable, secure internet connectivity and a secure, reasonably quiet home workspace suitable for handling member interactions.
• Support operational performance and member satisfaction goals through consistent service quality and adherence to established processes.
• Complete additional administrative and operational responsibilities as assigned.

Requirements

• At least 1 year of professional experience working in a healthcare environment; behavioral healthcare experience is preferred.
• Experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) is preferred but not required.
• Experience working with patients or members managing multiple medical and behavioral health conditions is an advantage.
• High school diploma or equivalent required; a Bachelor’s degree is preferred.
• Familiarity with managed care processes and health insurance coverage is preferred.
• Strong communication and customer service skills, with the ability to remain professional, empathetic, and solution-oriented in member interactions.
• Demonstrated ability to troubleshoot issues, identify appropriate solutions, and collaborate or escalate effectively when needed.
• Comfortable learning and navigating multiple software platforms and digital systems simultaneously.
• Strong organizational and multitasking skills, with the ability to manage high-volume workflows while maintaining accuracy.
• Ability to work independently and reliably in a remote environment.
• Availability to work the required schedule and meet operational coverage expectations.
• Willingness and ability to complete all assigned responsibilities and adapt to changing operational needs.

Benefits

• Hourly compensation: $21–$23 per hour, with actual compensation determined by qualifications, experience, education, certifications, skills, and geographic location.
• Full-time employee benefits may include generous paid time off, prorated where applicable, including vacation, wellness/sick days, floating holidays, and company-observed holidays.
• Medical and dental insurance plans, with affordable vision coverage for eligible full-time employees.
• 401(k) retirement plan with a 3% employer match for eligible employees.
• Short-term and long-term disability coverage.
• Life insurance options.
• Paid Family & Medical Leave for qualifying family and medical circumstances.
• Wellness resources, including mindfulness app reimbursement and an Employee Assistance Program with face-to-face sessions.
• Access to virtual health and wellness services through the medical plan.

Schedule

Anticipated schedule: Monday–Friday, 9:00 a.m.–1:00 p.m. ET.

Pay

Hourly compensation: $21–$23 per hour.