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Member Support Specialist

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Tennessee (USA), United States

Offer summary

Qualifications:

High School Diploma / GED required, 2+ years of customer service experience required, Technically competent with MS Office, Healthcare and/or medical office experience preferred.

Key responsabilities:

Handle inbound calls, live chat, and email inquiries
Collaborate with teams to resolve member issues

TailorCare Startup https://www.tailorcare.com/

11 - 50 Employees

See all jobs

Job description

About TailorCare + RecoveryOne

TailorCare is transforming the experience of specialty care by delivering deeply personalized, evidence-based solutions for joint, back, and muscle conditions. Our comprehensive care program ensures that each patient receives the right care at the right time, leveraging advanced predictive analytics, clinical expertise, and dedicated care navigation to guide them through their treatment journey.

With the acquisition of RecoveryOne, TailorCare now offers an even more robust, end-to-end musculoskeletal (MSK) solution that improves outcomes while reducing costs. RecoveryOne’s digital physical therapy platform and health coaching services complement TailorCare’s personalized, evidence-based approach to offer a seamless, patient-centered experience. Patients will benefit from advanced predictive data, clinical expertise, and a robust network of physical therapists--all designed to help them navigate the most effective treatment pathways, whether in-person or from the comfort of their homes. Together, we are redefining how MSK care is delivered.

TailorCare values diverse perspectives and is committed to fostering an inclusive, collaborative, and mission-driven culture. We are a remote-first company with a hybrid office in Nashville, focused on scaling a high-growth startup to improve the lives of those in pain.

About the Role

We are looking for a world-class Member Support Specialist who is passionate about our mission; comfortable in a dynamic, start-up environment; highly collaborative; and supportive. This individual will serve as the face of ROne and focus on the member experience by identifying and resolving member issues within the product and promoting and preserving our superior member satisfaction rating.

The qualities of a Member Support Specialist include excellence in communication, a high level of empathy, a passion for service, a high level of integrity, detail oriented, compassionate, and organized.

Primary Responsibilities

Primary point of contact for inbound calls, live chat and email inquires
Collaborate with cross-functional teams to escalate member issues appropriately and work to resolve member issues
Proactive outreach to members to discuss and review satisfaction surveys, to request product testing participants, reviews, and testimonials
Provide Level 1 tech support through in-depth understanding of the product to troubleshoot, duplicate errors, problem solve, and to maintain member records
Document all member cases using customer relationship management system
Other department administrative and reporting functions as needed
Ability to learn, understand, and adapt to new technologies as this position and responsibilities will grow.

Qualifications

High School Diploma / GED required
Associate Degree or higher preferred
2+ years of customer service experience required
Technically competent with knowledge of MS Office and proficient with relevant tools and technologies including but not limited to ZenDesk.
Functional knowledge of digital communication tools such as RingCental and SnapEngage (preferred)
Familiarity with HIPAA regulations and the guidelines for proper handling of protected health information (PHI)
Healthcare and/or medical office experience strongly preferred

Skills

Ability to effectively communicate both verbally and in writing with members, partners, and peers.
Excellent customer service, problem solving, critical thinking, and interpersonal skills with a focus on quality and professionalism
Customer-centric and motivated to help people
Ability to follow and adhere to Standard Operating Procedures (SOPs) and Department policies
Strong attention to detail and sense of urgency
Ability to multi-task, prioritize, and follow through on tasks, projects, and assignments
Dependable and reliable self-starter. Comfortable and capable of working independently and collaboratively
Excels in a fast-paced, start-up environment

What's In It For You

Meaningful work each day, we care deeply about our mission, our patients, and each-other.
Work from anywhere in the US that best fits your lifestyle, or, for those that enjoy an in-person environment, join teammates in our hybrid hub Nashville.
Rich PTO and holiday plans to ensure you have time away to rest and recharge.
We offer paid parental leave, support a healthy work-life integration, and offer work flexibility – we love to talk about our pets and families.
Medical, dental, vision, life, disability, wellness resources, and an employer HSA contribution all from Day 1.
We are committed to fair and equitable pay for all employees, and we help you achieve your future goals with an employer match 401k.
An inclusive workplace where you can lean on your teammates, offer candid feedback, and bring your true self to work each day.

TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.