Member Support Representative
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Job Location:
San Francisco, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
About us:
Foodsmart is the leading telenutrition and foodcare solution backed by a robust network of Registered Dietitians. Our platform is designed to foster healthier food choices drive lasting behavior change and deliver long-term health outcomes. Through our highly personalized digital platform we guide our 2.2 million membersincluding those in employer-sponsored health plans regional and national Medicaid managed care organizations Medicare Advantage plans and commercial insurerson a tailored journey to eating well while saving time and money.
Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S. many of whom accept SNAP/EBT making healthier food more accessible. Additionally we assist members with SNAP enrollment and management providing tangible access to nutritious 2024 Foodsmart secured a $200 million investment from TPGs Rise Fund which supports entrepreneurs dedicated to achieving the United Nations Sustainable Development Goals. This investment will help us expand our reach particularly to low-income workers who are disproportionately affected by diet-related diseases.
At Foodsmart our mission is to make nutritious food accessible and affordable for everyone regardless of economic status. We are committed to a set of core values that shape our culture and work environment:
Customer First - You start with the member and work backwards.
Make It Happen - You act with urgency use data and hold high standards.
One Team - You collaborate with respect and commit as a group.
Whether youre a dietitian a commercial leader or a technologist working at Foodsmart means being part of a team that is passionate supportive and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.
About the role:
As a Member Support Representative you will be responsible for providing live support for incoming calls directly from our members as they seek support with understanding our services their eligibility and their benefits. You will assist these members with registration with scheduling rescheduling and canceling appointments with accessing the Foodsmart and affiliate platforms and with understanding the status of their food benefits and how to access them. As part of our team you will demonstrate a sense of urgency toward finding resolutions and a strong sense of personal accountability around handling sensitive and protected information.
You will:
- Empathetically and patiently interact with members as you take live inbound calls.
- Document interactions and ongoing resolutions to ensure seamless follow-up.
- Ensure member records are accurate and complete.
- Multitask using internal tools and resources to verify eligibility and coverage provider benefits while clearly communicating this information to the members during live calls
- Field questions about the purpose and importance of telenutrition.
- Match our members with the right dietitian and find appointment times that fit into their lives.
- Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help.
- Work with internal groups and external partners to address questions relating to food delivery and ordering groceries.
- Maintain a high level of personal accountability when handling sensitive and protected information.
- Collaborate with peers leaders and other internal groups to find accurate solutions to complex problems.
You are:
- A strong communicator both orally and in writing that can adjust your communication style and preferences to fit the situation.
- Able to manage multiple ongoing tasks without missing deadlines or cutoffs.
- Resilient and capable of quickly adapting to changes in workflows and processes and able to pivot seamlessly when new information is provided.
- Able to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls.
- Experienced in solving complex problems that require critical thinking and resource navigation.
- Both independently motivated and team-minded allowing you to manage your own time and tasks to hit your own goals while also supporting your peers and seeking help when needed.
- Detail oriented and committed to providing accurate and complete resolutions and willing to take ownership and responsibility for maintaining these standards.
- Goal oriented and able to push yourself to meet both metric and quality goals.
- Comfortable with both giving and receiving feedback both between you and leadership and in a peer-to-peer capacity.
You have:
- Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
- Experience working in a support role either in person or on live calls.
- The ability to communicate complex information concisely in writing.
- Experience working with sensitive and protected information including PII and PHI and a basic understanding of HIPAA.
- A completely private secure and quiet workspace.
- Flexible availability
Role: Member Support Representative
Location: Remote USA
Compensation: $72000 annually ($35.00 per hour) $8000 bonus benefits
Our salary ranges are determined by role level and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries at our headquarters in San Francisco California. Individual pay is determined by work location job-related skills experience and relevant education or training.
About our benefits and perks:
Remote-First Company
Generous time off
Flexible & remote location
Healthcare Coverage (Medical Dental Vision)
Registered Dietitian Sessions
Wellness reimbursement
Foodsmart is an equal opportunity employer and values diversity. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status disability status or any other protected class.
