Serve as the first point of contact for inbound member inquiries
Document interactions and ongoing resolutions for seamless follow-up
Navigate FAQs, knowledge bases, and SOPs to resolve questions
Maintain accurate and complete member records
Perform real-time eligibility checks and provide benefits guidance
Answer questions about Telenutrition
Match members with dietitians and suitable appointment times
Troubleshoot platform, account, and basic technology issues
Manage inquiries regarding incentive offerings with internal teams and external vendors
Protect sensitive and protected information
Collaborate with peers, leaders, and internal groups to resolve complex problems
Maintain high QA scores, first-contact resolution, and schedule adherence
Requirements:
Reliable high-speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload
Prior remote experience (highly preferred): 1+ years of experience working successfully in a dedicated work-from-home or hybrid call-center environment
Ability to communicate complex information concisely in writing
Experience working with sensitive and protected information, including PII and PHI
Basic understanding of HIPAA
Completely private, secure, and quiet workspace
Availability Monday through Friday from 2–8:30 PM PST
Strong oral and written communication skills
Ability to navigate knowledge bases and multiple systems simultaneously
Experience solving complex problems requiring critical thinking and resource navigation
Ability to meet productivity, metric, and quality goals