Member Support Specialist
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Job Description
Member Support Specialist resolving non-clinical inquiries for Eleanor Health’s addiction and mental health services. Supporting community members through inbound calls, issue resolution, and care operations.
Responsibilities:
- Manage inbound calls and provide accurate, timely resolution to non-clinical inquiries
- Communicate clearly and professionally with community members, internal team members, and internal and external stakeholders
- Identify, troubleshoot, and implement solutions for complex member issues
- Use a one-call resolution approach whenever possible
- Collaborate with or escalate issues to Market Operations and other functional teams as needed
- Navigate and use G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and related tools
- Work independently in a remote, team-based environment
- Multitask efficiently in a fast-paced, high-volume setting
- Complete additional administrative or operational duties as assigned
Requirements:
- Minimum of one (1) year of experience in a healthcare environment
- Prior experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) preferred but not required
- Experience working with patients who have multiple medical and behavioral health diagnoses 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
- Available to work any shift Monday–Friday between 8am–8pm EST
- Reliable, secure internet access
- Secure, reasonably quiet work-from-home environment
Benefits:
- Generous Paid Time Off (prorated for new employees)
- 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
- Affordable vision coverage
- 401(k) plan with 3% match
- Short-term disability
- Long Term Disability (employee paid)
- Life Insurance (Eleanor and employee-paid options)
- Paid Family & Medical Leave (PFML)
- Mindfulness App Reimbursement
- EAP with eight face-to-face sessions
- Virtual health and wellness visits covered by medical plan
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