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 What You'll Do 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. Our current hours are Monday - Friday from 8am-8pm EST you must be available to work any shift during these hours Who You Are 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. Compensation & Benefits 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. Eleanor Health offers a generous benefits package to full-time employees, which includes: Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge! 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 - We are a health first company, and we strive to make our plans affordable and accessible. 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity. Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better. Long Term Disability - Picks up where Short Term Disability leaves off (employee paid). Life Insurance - Both Eleanor and employee-paid options are available. Family Medical Leave - Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing. Wellness Perks & Benefits - Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates Mindfulness App Reimbursement EAP with eight face-to-face sessions Virtual health and wellness visits covered by our medical plan.