About Eleanor Health

At Eleanor Health we are helping people affected by addiction  live amazing lives. We work to fulfill this goal by building and growing the first addiction and mental health services provider designed to deliver a longitudinal, whole-person, value-based model of care for each community member. Our team is ambitious and committed to this unique opportunity, and understands the importance of attracting strong and experienced talent to make our vision for Eleanor Health a reality every day, and for every recovery journey we are entrusted to be a part of.  

About the Role

The Member Support Specialist plays a critical role in delivering a high-quality experience for Eleanor Health’s Community Members. Reporting to the Member Support Center Supervisor, this role is responsible for managing inbound inquiries and resolving non-clinical member needs using an initial inquiry resolution framework. The Member Support Specialist supports operational performance goals while maintaining a strong focus on community member satisfaction. This is a part-time role likely working 20-25 hours per week.

What You'll Do

• Effectively manage inbound calls and provide accurate, timely resolution to non-clinical inquiries in accordance with established policies, procedures, and workflows.
• Communicate clearly and professionally with community members, internal team members, and other internal and external stakeholders.
• Identify, troubleshoot, and implement solutions to resolve complex member issues.
• Utilize a one-call resolution approach whenever possible, collaborating with or escalating issues to Market Operations or other functional teams as needed.
• Navigate and utilize multiple systems and platforms, including but not limited to G-Suite, Salesforce, Vonage, Athena, Monday, OpsHub, and related tools.
• Work independently while also contributing effectively as part of a remote, team-based environment.
• Maintain the ability to multitask efficiently in a fast-paced, high-volume setting.
• Ensure reliable, secure internet access and maintain a secure, reasonably quiet work-from-home environment.
• Complete additional administrative or operational duties as assigned.
• Our current hours are Monday - Friday from 8am-8pm EST you must be available to work any shift during these hours

Qualifications

• Minimum of one (1) year of experience in a healthcare environment; behavioral healthcare experience preferred.
• Prior experience supporting individuals with substance use disorder (SUD) and/or opioid use disorder (OUD) is preferred but not required.
• Experience working with patients who have multiple medical and behavioral health diagnoses is preferred but not required.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Knowledge of managed care processes and health insurance coverage preferred.
• Ability to work regularly scheduled shifts and meet operational coverage requirements.
• Willingness and ability to complete all assigned responsibilities as required.

Compensation & Benefits

The total target compensation range for this position is $21-22 an hour. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.