Member Support Representative

Insight Global is seeking a Remote Member Support Representative for a client that is one of the largest telehealth networks of registered dietitians in the country. The goal of this client is to help people transform their lives by making meaningful changes to their eating habits and lifestyle meeting with a Registered Dietitian virtually. As a member of their support team, you will play a crucial role in this mission. You will be at the front lines, working directly with members who call in to help them reschedule appointments, answer their questions, and create an unforgettable experience that empowers them to take control of their health. Every conversation you have will be a chance to make a real difference in someone's life, and to inspire them to embrace the transformative power of food as medicine. You are the first point of support that most people will have, so your ability to connect with people is crucial. This is a phone support role, but being able to effectively communicate via email/chat in a clear and concise way with leadership and external members is required.

Training will be Monday-Friday from 7:00AM-3:00PM PST the first four weeks.

The shift after training will be one of the below: 1) Monday-Friday 2) Sunday-Wednesday + Saturday (off Thursday and Friday)

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 clients 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.

Main responsibilities include:

-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.

REQUIRED SKILLS AND EXPERIENCE

-1+ year of experience working in a high-volume inbound customer or member support role (either in person or on live calls) with the ability to be on live calls all day

-Experience handling sensitive and confidential information in regulated industries such as healthcare, telecommunications, or financial services.

-Excellent communication skills via phone, email, and chat with the ability to connect with individuals from diverse backgrounds

-Dedicated work from home space that supports secure handling of sensitive information in accordance with company policies and applicable regulations

-All candidates must have reliable personal computer or laptop running Windows 11 with at least 8GB of RAM OR the MacOS 12.7.4 or higher (no Chromebooks allowed)

-Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.

-Flexible availability with a preference for availability of 8 hours shift between 8:30AM- 8:00 PM PST

NICE TO HAVE SKILLS AND EXPERIENCE

-Tier 2 technical support or specialized technical support experience

-Bilingual in Spanish, Farsi, Arabic, or Vietnamese (must be comfortable explaining complex processes and healthcare related information)

-Experience with the Zendesk Ticketing System, Slack, and Google Suite applications.