Member Support Specialist

The Company: Ilant Health is a value-based healthcare provider focused on cardiometabolic obesity, a group of interconnected conditions that drive over $700 billion in annual U.S. healthcare expenses. We are dedicated to increasing access to treatment while reducing the total cost of care for employers and payers. We are not just a provider, we are a technology-enabled practice driven by analytics. Our mission is to "de-average" care, using proprietary algorithms to match Members with the right interventions at the right time, while establishing habits that support treatment success and sustained outcomes. By combining clinical rigor with a consumer-grade digital experience, we drive life-changing outcomes and measurable ROI. We serve as the single, integrated front door for comprehensive care, delivering a full continuum of evidence-based solutions, spanning bariatric surgery, pharmacotherapy, and intensive behavioral therapy. Crucially, we personalize care for every Member through a dedicated multidisciplinary care team, empowered by our advanced digital platform. This ecosystem includes specialized tools for our providers and a fully accessible Member Portal (web and mobile) for our Members. The Role: We are hiring full-time, shift-based Member Support Specialists to serve as the front line of member support at Ilant Health. This role is designed for real-time, high-volume support across our full member population . You will handle inbound and outbound communication across phone, email, and messaging channels, resolving issues such as scheduling, questions about the program, and general troubleshooting. Success in this role requires speed, precision, accountability, and strict adherence to SOPs , combined with strong problem-solving instincts. This is a production-oriented, SLA-driven role with clear performance expectations and measurable output. 1. Real-Time Member Support Respond to inbound calls, emails, and messages throughout your shift Triage and resolve issues across: Scheduling (appointments, rescheduling, provider coordination) Lab ordering and follow-up Medication logistics and pharmacy coordination App and device troubleshooting General program navigation and support Ensure every interaction is resolved or clearly handed off with no dropped threads 2. High-Volume Case Management Manage a continuous queue of inbound requests across channels Handle multiple cases simultaneously with speed and accuracy Maintain clean, structured documentation in systems (e.g., Zendesk) 3. SOP Adherence & Execution Excellence Follow standard operating procedures exactly as written Use macros, workflows, and decision trees consistently Escalate only when appropriate—and with complete context 4. Problem Solving & Ownership Take full ownership of issues from start to resolution Navigate ambiguity and figure things out independently Identify root causes and prevent repeat issues when possible 5. Cross-Functional Coordination Coordinate with clinical team, peer navigators, pharmacy partners, and labs Support clinical team real-time delays by notifying members in virtual waiting rooms or rescheduling as needed. Ensure smooth handoffs and timely follow-ups Flag recurring issues or workflow gaps to operations leadership What Success Looks Like Fast, accurate responses across all channels Zero dropped or unresolved member issues Consistent adherence to SOPs and workflows High member satisfaction (CSAT/NPS) Strong reliability and accountability within shift coverage Key Metrics (KPIs) First response time (SLA adherence) Resolution time Tickets handled per shift (productivity) CSAT / member satisfaction QA / SOP adherence score Escalation rate (appropriate vs. unnecessary) Reopen rate / error rate Who You Are Highly organized and detail-oriented — you don’t miss things Process-driven — you follow instructions precisely and consistently Fast and efficient — you can handle volume without sacrificing quality Customer-friendly but not meandering — warm, but direct and effective Strong problem solver — you figure things out, not just pass things along Accountable — you own outcomes, not just tasks Basic Qualifications 1+ years in customer support, operations, or high-volume service environment (healthcare, telehealth, call center, or logistics preferred) Experience working with ticketing systems (e.g., Zendesk or similar) Strong written and verbal communication skills Comfort working in a shift-based environment (including evenings/weekends if needed) Preferred Qualifications Experience in healthcare navigation, care coordination, or telehealth Familiarity with labs, pharmacies, or scheduling workflows Experience working in SLA-driven or queue-based environments Demonstrated ability to follow SOPs in regulated environments Spanish-speaking a plus Benefits and Perks: We believe great work happens when people are supported, trusted, and given the flexibility to thrive. Here’s what you can expect when you join our team: Fully remote environment – work from anywhere while maintaining meaningful collaboration with a distributed team Comprehensive health benefits – medical, dental, and vision coverage to support you and your family Paid time off – 2 weeks of PTO to rest, recharge, and take the time you need Flexible floating holiday – one additional day each year to celebrate what matters most to you Paid sick leave – 5 sick days so you can prioritize your health when needed 11 paid company holidays throughout the year 401(k) retirement plan to help you invest in your future Healthcare and Dependent Care FSA options for additional tax-advantaged savings