Member Support Representative (Full-Time)

About us Foodsmart is the leading telenutrition and foodcare solution, backed by a robust network of Registered Dietitians. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver long‑term health outcomes. Through our highly personalized, digital platform, we guide our 2.2 million members—including those in employer‑sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost‑effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment will help us expand our reach, particularly to low‑income workers who are disproportionately affected by diet‑related diseases. At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment. About the role As a Member Support Representative, you will be responsible for providing live support for incoming calls directly from our members as they seek help with understanding our services, their eligibility, and their benefits. You will assist these members with registration, scheduling, rescheduling, and canceling appointments, with accessing the Foodsmart and affiliate platforms, and with understanding the status of their food benefits and how to access them. Your work will demonstrate a sense of urgency toward finding resolutions and a strong sense of personal accountability around handling sensitive and protected information. Responsibilities Empathetically and patiently interact with members during 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 members during live calls. Field questions about the purpose and importance of telenutrition. Match 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. Qualifications Strong communicator, both orally and in writing, who can adjust communication style and preferences to fit the situation. Experience working in a support role, either in person or on live calls. Ability to manage multiple ongoing tasks without missing deadlines or cutoffs. Resilient, and capable of quickly adapting to changes in workflows and processes, and able to pivot seamlessly when new information is provided. Ability to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls. Experience solving complex problems that require critical thinking and resource navigation. Independently motivated and team‑minded, able to manage own time and tasks to hit goals while supporting peers. Detail oriented and committed to providing accurate and complete resolutions, willing to take ownership and responsibility for maintaining standards. Goal oriented and able to push yourself to meet both metric and quality goals. Comfortable giving and receiving feedback, both between you and leadership and in a peer‑to‑peer capacity. Technical Requirements Reliable high‑speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload. Experience working with sensitive and protected information, including PII and PHI, and a basic understanding of HIPAA. A completely private, secure, and quiet workspace. Flexible availability, with a preference for availability 11:30 am–8:00 pm PST. Compensation Hourly Rate: $20.68 per hour Annual Salary: $43,000 + $8,000 bonus + benefits Benefits Remote‑first company Generous time off Flexible remote location Healthcare coverage (medical, dental, vision) Registered dietitian sessions Wellness reimbursement Foodsmart is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class. #J-18808-Ljbffr Foodsmart