Member Support Specialist

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<p dir="auto"><span style="color: rgb(0, 0, 0);"><strong>The Company:</strong></span></p><p dir="auto"></p><p dir="auto"><span style="color: rgb(0, 0, 0);">Ilant Health is a value-based healthcare provider focused on cardiometabolic obesity, a group of interconnected conditions that drive over $700 billion in annual U.S. healthcare expenses. We are dedicated to increasing access to treatment while reducing the total cost of care for employers and payers. We are not just a provider, we are a technology-enabled practice driven by analytics. Our mission is to "de-average" care, using proprietary algorithms to match Members with the right interventions at the right time, while establishing habits that support treatment success and sustained outcomes. By combining clinical rigor with a consumer-grade digital experience, we drive life-changing outcomes and measurable ROI.</span></p><p dir="auto"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">We serve as the single, integrated front door for comprehensive care, delivering a full continuum of evidence-based solutions, spanning bariatric surgery, pharmacotherapy, and intensive behavioral therapy. Crucially, we personalize care for every Member through a dedicated multidisciplinary care team, empowered by our advanced digital platform. This ecosystem includes specialized tools for our providers and a fully accessible Member Portal (web and mobile) for our Members.</span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>The Role:</strong></span></p><p dir="ltr"></p><p dir="ltr">We are hiring full-time, shift-based Member Support Specialists to serve as the front line of member support at Ilant Health. This role is designed for <strong>real-time, high-volume support across our full member population</strong>.</p><p dir="ltr"></p><p dir="auto">You will handle inbound and outbound communication across phone, email, and messaging channels, resolving issues such as scheduling, questions about the program, and general troubleshooting. Success in this role requires <strong>speed, precision, accountability, and strict adherence to SOPs</strong>, combined with strong problem-solving instincts.</p><p dir="auto"></p><p dir="auto">This is a <strong>production-oriented, SLA-driven role</strong> with clear performance expectations and measurable output.</p><p dir="auto"></p><p dir="auto"><strong>1. Real-Time Member Support</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Respond to inbound calls, emails, and messages throughout your shift</p></li><li dir="auto"><p dir="auto">Triage and resolve issues across:</p></li><li dir="auto"><p dir="auto">Scheduling (appointments, rescheduling, provider coordination)</p></li><li dir="auto"><p dir="auto">Lab ordering and follow-up</p></li><li dir="auto"><p dir="auto">Medication logistics and pharmacy coordination</p></li><li dir="auto"><p dir="auto">App and device troubleshooting</p></li><li dir="auto"><p dir="auto">General program navigation and support</p></li><li dir="auto"><p dir="auto">Ensure every interaction is resolved or clearly handed off with no dropped threads</p></li></ul><p dir="auto"><strong>2. High-Volume Case Management</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Manage a continuous queue of inbound requests across channels</p></li><li dir="auto"><p dir="auto">Handle multiple cases simultaneously with speed and accuracy</p></li><li dir="auto"><p dir="auto">Maintain clean, structured documentation in systems (e.g., Zendesk)</p></li></ul><p dir="auto"><strong>3. SOP Adherence & Execution Excellence</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Follow standard operating procedures <strong>exactly as written</strong></p></li><li dir="auto"><p dir="auto">Use macros, workflows, and decision trees consistently</p></li><li dir="auto"><p dir="auto">Escalate only when appropriate—and with complete context</p></li></ul><p dir="auto"><strong>4. Problem Solving & Ownership</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Take full ownership of issues from start to resolution</p></li><li dir="auto"><p dir="auto">Navigate ambiguity and figure things out independently</p></li><li dir="auto"><p dir="auto">Identify root causes and prevent repeat issues when possible</p></li></ul><p dir="auto"><strong>5. Cross-Functional Coordination</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Coordinate with clinical team, peer navigators, pharmacy partners, and labs</p></li><li dir="auto"><p dir="auto">Support clinical team real-time delays by notifying members in virtual waiting rooms or rescheduling as needed.</p></li><li dir="auto"><p dir="auto">Ensure smooth handoffs and timely follow-ups</p></li><li dir="auto"><p dir="auto">Flag recurring issues or workflow gaps to operations leadership</p></li></ul><p dir="auto"><strong>What Success Looks Like</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Fast, accurate responses across all channels</p></li><li dir="auto"><p dir="auto">Zero dropped or unresolved member issues</p></li><li dir="auto"><p dir="auto">Consistent adherence to SOPs and workflows</p></li><li dir="auto"><p dir="auto">High member satisfaction (CSAT/NPS)</p></li><li dir="auto"><p dir="auto">Strong reliability and accountability within shift coverage</p></li></ul><p dir="auto"><strong>Key Metrics (KPIs)</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">First response time (SLA adherence)</p></li><li dir="auto"><p dir="auto">Resolution time</p></li><li dir="auto"><p dir="auto">Tickets handled per shift (productivity)</p></li><li dir="auto"><p dir="auto">CSAT / member satisfaction</p></li><li dir="auto"><p dir="auto">QA / SOP adherence score</p></li><li dir="auto"><p dir="auto">Escalation rate (appropriate vs. unnecessary)</p></li><li dir="auto"><p dir="auto">Reopen rate / error rate</p></li></ul><p dir="auto"><strong>Who You Are</strong></p><ul dir="auto"><li dir="auto"><p dir="auto"><strong>Highly organized and detail-oriented</strong> — you don’t miss things</p></li><li dir="auto"><p dir="auto"><strong>Process-driven</strong> — you follow instructions precisely and consistently</p></li><li dir="auto"><p dir="auto"><strong>Fast and efficient</strong> — you can handle volume without sacrificing quality</p></li><li dir="auto"><p dir="auto"><strong>Customer-friendly but not meandering</strong> — warm, but direct and effective</p></li><li dir="auto"><p dir="auto"><strong>Strong problem solver</strong> — you figure things out, not just pass things along</p></li><li dir="auto"><p dir="auto"><strong>Accountable</strong> — you own outcomes, not just tasks</p></li></ul><p dir="auto"><strong>Basic Qualifications</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">1+ years in customer support, operations, or high-volume service environment (healthcare, telehealth, call center, or logistics preferred)</p></li><li dir="auto"><p dir="auto">Experience working with ticketing systems (e.g., Zendesk or similar)</p></li><li dir="auto"><p dir="auto">Strong written and verbal communication skills</p></li><li dir="auto"><p dir="auto">Comfort working in a <strong>shift-based environment</strong> (including evenings/weekends if needed)</p></li></ul><p dir="auto"><strong>Preferred Qualifications</strong></p><ul dir="auto"><li dir="auto"><p dir="auto">Experience in healthcare navigation, care coordination, or telehealth</p></li><li dir="auto"><p dir="auto">Familiarity with labs, pharmacies, or scheduling workflows</p></li><li dir="auto"><p dir="auto">Experience working in SLA-driven or queue-based environments</p></li><li dir="auto"><p dir="auto">Demonstrated ability to follow SOPs in regulated environments</p></li><li dir="auto"><p dir="auto">Spanish-speaking a plus</p></li></ul><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);"><strong>Benefits and Perks:</strong></span></p><p dir="ltr"></p><p dir="ltr"><span style="color: rgb(0, 0, 0);">We believe great work happens when people are supported, trusted, and given the flexibility to thrive. Here’s what you can expect when you join our team:</span></p><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Fully remote environment – work from anywhere while maintaining meaningful collaboration with a distributed team</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Comprehensive health benefits – medical, dental, and vision coverage to support you and your family</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Paid time off – 2 weeks of PTO to rest, recharge, and take the time you need</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Flexible floating holiday – one additional day each year to celebrate what matters most to you</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Paid sick leave – 5 sick days so you can prioritize your health when needed</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">11 paid company holidays throughout the year</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">401(k) retirement plan to help you invest in your future</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0);">Healthcare and Dependent Care FSA options for additional tax-advantaged savings</span></p></li></ul>

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