Member Support Coordinator

Interwell Health is a kidney care management company that partners with physicians on its mission to reimagine healthcare—with the expertise, scale, compassion, and vision to set the standard for the industry and help patients live their best lives. We are on a mission to help people and we know the work we do changes their lives. If there is a better way, we will create it. So, if our mission speaks to you, join us! As a Member Support Coordinator, you will be the first point of contact for patients and providers needing assistance. Your primary responsibility will be handling incoming calls, addressing general inquiries, resolving concerns, and connecting callers to subject matter experts for more detailed needs or actions. Using your knowledge of our services and leveraging various systems, you will achieve first call resolutions in interactions varying in complexity. Please note, there are currently two openings available. For both roles, you m ust be available to work a standard schedule of Monday through Friday, 10:30 AM to 7:00 PM Central Time. What You’ll Do: Handle inbound calls in a high-volume environment supporting SLA objectives Field clinical referrals, consent forms, or general inquiries routed to our Member Support Inbox and/or SharePoint Provide high quality service and support to callers, ensuring their needs are met efficiently and effectively from start to finish. Display professionalism, compassion, empathy, and active listening to understand caller needs and offer suitable solutions Collaborate across departments with internal clinical and non-clinical colleagues to ensure seamless care and service delivery, influencing positive member outcomes. Works well with fellow team members and actively contributes to team goals. Opportunities to assist with various projects What You’ll Need Minimum of 1 year of customer service or administrative support experience; healthcare or inbound contact center experience preferred Excellent verbal and written communication skills Strong problem-solving ability in a fast-paced setting Effective multi-tasking and time management for prompt responses Demonstrates adaptability and resilience, maintaining a positive, solution-oriented approach in a fast-paced and evolving environment. Adaptable and flexible, with the ability to navigate changing business needs and priorities. Positive, solution-oriented mindset with strong resilience in a dynamic environment. Receptive to feedback and able to translate insights into meaningful action and continuous improvement. Comfortable managing ambiguity and adjusting effectively to evolving organizational goals. Familiarity with Microsoft Office applications. Our mission is to reinvent healthcare to help patients live their best lives, and we proudly live our mission-driven values: We care deeply about the people we serve. We are better when we work together. Humility is a source of our strength. We bring joy to our work. We deliver on our promises. We are committed to diversity, equity, and inclusion throughout our recruiting practices. Everyone is welcome and included. We value our differences and learn from each other. Our team members come in all shapes, colors, and sizes. No matter how you identify your lifestyle, creed, or fandom, we value everyone's unique journey. Oh, and one more thing … a recent study shows that men apply for a job or promotion when they meet only 60% of the qualifications, but women and other marginalized groups apply only if they meet 100% of them. So, if you think you’d be a great fit, but don’t necessarily meet every single requirement on one of our job openings, please still apply. We’d love to consider your application! Come join us and help our patients live their best lives. Learn more at www.interwellhealth.com. It has come to our attention that some individuals or organizations are reaching out to job seekers and posing as potential employers presenting enticing employment offers. We want to emphasize that these offers are not associated with our company and may be fraudulent in nature. Please note that our organization will not extend a job offer without prior communication with our recruiting team, hiring managers and a formal interview process.