Member Support Specialist

🔥 20 hours ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.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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TailorCare

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

TailorCare is a healthcare company that specializes in providing personalized care solutions for patients with musculoskeletal (MSK) issues, such as joint, back, and muscle pain. It empowers patients by connecting them with specialists, coordinating appointments, and assisting in treatment decisions. TailorCare uses a patient-centered approach, featuring Clinical Navigators who are licensed physical therapists, to support patients throughout their care journey. They collaborate closely with primary care providers, specialty care providers, and payers to deliver evidence-based treatment options that optimize health outcomes and enhance the patient experience.

📋 Description

• Handle inbound member interactions across chat, phone, and email • Resolve password resets, app navigation, account questions, and basic technical issues • Demonstrate empathy and patience with frustrated, confused, or anxious members • Confirm member satisfaction before closing tickets and maintain high CSAT scores • Navigate the Member Dashboard for account details, enrollment status, and communication history • Create, categorize, close, and document tickets in ZenDesk according to SOP standards • Manage inbound calls using RingCentral and escalate appropriately • Adhere to HIPAA guidelines in member data handling and documentation • Respond to tickets within SLA-defined timeframes • Document all member interactions in ZenDesk accurately and in real time • Prioritize queues and address urgent or sensitive situations appropriately • Use ZenDesk macros and templates for routine inquiries • Flag volume spikes or workflow barriers to the Lead or Manager • Participate in 1:1s and team meetings • Receive and apply feedback • Adapt to new tools, processes, and priorities • Support teammates during high-volume periods and contribute to team culture

🎯 Requirements

• 1+ year of experience in customer support, member services, or a related frontline role • Excellent written and verbal communication skills with a warm, professional tone • Comfort with ZenDesk, RingCentral, or similar CRM and communication platforms • Familiarity with HIPAA guidelines or willingness to learn and comply rigorously • Strong attention to detail in documentation and ticket management • Genuine empathy and a solutions-oriented mindset

🏖️ Benefits

• Remote-first work environment with options for a hybrid work model in Nashville • Generous paid time off (PTO) and holiday plans • Paid parental leave • Medical, dental, vision, life, and disability insurance from Day 1 • Wellness resources • Employer HSA contribution • 401k plan with employer matching • Flexible and autonomous work-life balance • Inclusive team environment and community

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