Member Support Specialist, PACE Programs

Job Description

Job Description

About Epicured  

Epicured helps prevent and manage chronic disease through medically tailored nutrition, combining clinical research with culinary expertise to improve health outcomes nationwide. Join a mission-driven team working at the intersection of food, healthcare, and technology.

Position Overview  

Epicured is expanding its medically tailored meal services to support Programs of All-Inclusive Care for the Elderly (PACE). We're hiring a Member Support Specialist to serve as the primary point of contact for PACE participants and their care teams as they begin and continue their meal program.

In this role, you'll guide participants through onboarding, conduct check-in calls, finalize weekly meal orders, and resolve participant and Registered Dietitian (RD) requests—all within Epicured's ordering portal. Because you'll work closely with elderly members and their caregivers, patience, empathy, and comfort with technology are essential.

This role, reporting to the VP of Member Experience, is ideal for someone who is patient, detail-oriented, tech-savvy, and comfortable managing high-touch member communications in a fast-paced care environment. As Epicured grows its PACE programs, this person will support additional partner sites over time.

Key Responsibilities 

• Conduct welcome onboarding calls with new participants before their first order to confirm order and delivery details like service start date, allergies, and delivery address

• Conduct check-in calls after the first delivery to gather feedback on meals and the delivery experience and strengthen the participant and partner relationship

• Finalize weekly meal orders in the ordering portal, double-checking allergies and participant preferences and making meal swaps as needed

• Manage inbound and outbound calls with participants, caregivers, and partner RDs via phone, communicating clearly and patiently, including with elderly members

• Handle participant and RD requests, distinguishing between adjustments that can be made directly and those that require RD approval

• Process order changes and resolve delivery issues, including meal substitutions and reships

• Track orders and shipments across the Tuesday and Thursday delivery schedule and follow up to confirm successful delivery

• Log call notes, participant feedback, and activity accurately in designated systems 

• Help participants and caregivers navigate the portal as self-service features roll out

• Participate in weekly or bi-weekly meetings to represent the voice of the participant, and share analytically backed feedback

Schedule

• Availability between 11:00 AM–8:00 PM EST (8:00 AM–5:00 PM PST), Monday–Friday; weekly schedule may adjust based on evolving business needs

Qualifications

Required

• 3–5 years of experience in customer service, member engagement, call centers, or care navigation

• Patient, empathetic communicator comfortable working with elderly members and their caregivers

• Comfortable navigating web-based technology platforms and portals; able to learn new systems quickly

• Strong communication and active listening skills, with the ability to ask clarifying follow-up questions

• Experience in a virtual contact center environment (Five9 preferred)

Preferred

• Bilingual strongly preferred—Mandarin and/or Spanish

• Experience with PACE programs, Medicaid, or serving older adult populations

• Background in healthcare, care coordination, patient support, or community-based services

Compensation & Benefits 

Pay: $21–$23/hour, based on experience

Benefits:

• 401(k)

• Medical, dental, and vision insurance

• Employee meal discounts

Equal Opportunity Employer

Epicured is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of age, race, creed, color, national origin, religion, gender, sexual orientation, gender identity or expression, disability, veteran status, or any other protected status under federal, state, or local law.