Member Support Specialist

Our client operates within the healthcare sector, focusing on behavioral health and substance use disorder support. They address challenges related to providing accessible, non-clinical support to community members managing complex medical and behavioral health needs. Through structured member support services, the organization aims to enhance community member satisfaction and operational efficiency.

About the role

The Member Support Specialist plays a vital role in managing inbound inquiries and resolving non-clinical member needs. This position directly influences member satisfaction by providing timely and accurate support, ensuring operational goals are met while maintaining high-quality service standards. The role requires flexibility in work hours and contributes to the organization's effectiveness in delivering community support.

Responsibilities

• Manage inbound calls and resolve non-clinical inquiries according to policies and workflows.
• Communicate clearly with community members and internal/external stakeholders.
• Identify and troubleshoot complex member issues.
• Use a one-call resolution approach and escalate when necessary.
• Utilize multiple platforms including G-Suite, Salesforce, Vonage, Athena, Monday, and OpsHub.
• Work independently and collaboratively in a remote team environment.
• Multitask efficiently in a fast-paced setting.
• Maintain reliable, secure internet and a quiet work-from-home environment.
• Perform additional administrative or operational duties as assigned.
• Be available to work any shift Monday through Friday from 8:00 AM to 8:00 PM EST.

Requirements

• Minimum one year of healthcare experience; behavioral healthcare experience preferred.
• Experience supporting individuals with substance use or opioid use disorder preferred.
• Experience working with patients with multiple medical and behavioral diagnoses preferred.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Knowledge of managed care processes and health insurance coverage preferred.
• Ability to work scheduled shifts and meet operational coverage requirements.
• Willingness and ability to complete all assigned responsibilities.

Pay

Total target compensation range: $21.00–$23.00 per hour, dependent on qualifications, experience, skills, education, certifications, and location.