Member Support Specialist – Escalations, Grievances

🕒 May 1

🇺🇸 United States – Remote

💵 $40k - $46k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 41%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Foodsmart

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

🏥 Healthcare

⚕️ Healthcare Insurance

Food & Beverage • Healthcare • Healthcare Insurance

Foodsmart is a company focused on providing personalized nutrition support and affordable food care through the guidance of registered dietitians. It offers tools such as meal planning, food delivery via partnerships with Instacart, Grubhub, and Walmart, and a food marketplace that helps users save money on groceries. Foodsmart also works with health plans to offer nutrition services to its members, often at no extra cost.

📋 Description

• Own and resolve high-priority, complex, or sensitive member escalations end-to-end. • Own and manage RD-related escalations and grievances in collaboration with Clinical Operations. • Investigate RD reports of member behavior and safety concerns. • Serve as the last-line point of contact for unresolved member concerns. • Investigate complex member and internal requests involving member profiles and food benefits. • Ensure timely, compliant, and well-documented resolution of escalations. • Communicate with health plans, providers, and external partners. • Adapt communication for members, executives, clinical teams, support teams, and partners. • Translate complex issues into actionable insights for internal stakeholders. • Escalate benefit and account issues to engineering and product teams and manage related requests and projects. • Lead empathetic, professional de-escalation efforts. • Monitor communication quality regarding benefit programs and account issues. • Keep internal and external benefit-program resources current and accurate. • Make independent, high-stakes decisions within established guidelines. • Identify when to escalate issues further versus resolve them directly. • Recognize patterns and recommend improvements to reduce future escalations.

🎯 Requirements

• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload. • A completely private, secure, and quiet workspace. • 1–3+ years in member/patient support, escalations, grievances, or case management. • Experience working with health plans, healthcare systems, or regulated environments preferred. • Demonstrated experience handling complex escalations or complaint resolution. • Experience working in technically complex roles. • Ability to assess complex, ambiguous situations and determine the best course of action. • Strong written and verbal communication skills with the ability to tailor tone and messaging across audiences. • Ability to make decisions on sensitive accommodation and escalation cases. • Proven ability to manage high-emotion interactions and drive resolution. • Strong documentation and compliance mindset, especially with sensitive or regulated processes. • Established acumen for technically intricate situations and ability to communicate effectively with product and engineering teams.

🏖️ Benefits

• Remote-First Company • Unlimited PTO • Flexible & remote location • Healthcare Coverage (Medical, Dental, Vision) • 401k & bonus • Registered Dietitian Sessions