Member Support Specialist, Escalations & Accommodations

1 hour, 52 minutes ago
Full-time
Mid Level
Customer and Technical Support
Foodsmart

Foodsmart

Foodsmart offers a personalized telehealth nutrition solution that connects members with a vast network of registered dietitians, providing tailored nutrition guidance to improve health from the comfort of home.

Health Care Providers & Services
51-250
Founded 2010
$105M raised

Description

  • Own and resolve high-priority, complex, and sensitive member escalations end to end.
  • Serve as the final point of contact for unresolved member concerns.
  • Investigate grievances by synthesizing information from multiple systems and stakeholders.
  • Ensure escalations are resolved in a timely, compliant, and well-documented manner.
  • Review and assess accessibility and accommodation requests using sound judgment and consistency.
  • Evaluate supporting documentation, including authorized representative forms and related records.
  • Determine next steps for accommodation cases, including approvals, denials, or escalation.
  • Partner with internal teams to implement and document accommodations effectively.
  • Communicate professionally with health plans, providers, external partners, and internal stakeholders.
  • Lead de-escalation efforts with empathy, professionalism, and clear boundary-setting.
  • Make independent, high-stakes decisions within established guidelines.
  • Identify recurring escalation patterns and recommend process improvements.

Requirements

  • Bachelor’s degree or higher.
  • 3–5+ years of experience in member support, patient support, escalations, grievances, or case management.
  • Experience handling complex escalations or complaint resolution.
  • Experience working with health plans, healthcare systems, or other regulated environments preferred.
  • Familiarity with accessibility and accommodation processes preferred.
  • Experience reviewing formal documentation such as authorized representative forms, medical records, or legal documentation is a plus.
  • Strong written and verbal communication skills with the ability to tailor messaging to different audiences.
  • Reliable high-speed internet with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
  • A completely private, secure, and quiet workspace.

Benefits

  • Base salary range of $60,000 to $75,000 per year.
  • Annual bonus opportunity.
  • Remote-first work environment.
  • Unlimited PTO.
  • Flexible remote location.
  • Healthcare coverage including medical, dental, and vision.
  • 401(k) plan.
  • Registered Dietitian sessions.

Interested in this position?

Apply directly on the company website

Apply Now

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