Member Support Specialist

Summary

Join TailorCare as a Member Support Specialist and be the face of RecoveryOne, focusing on exceptional member experiences. You will be the primary point of contact for member inquiries via phone, chat, and email, resolving issues and collaborating with cross-functional teams. Proactive outreach to members for feedback and product testing is also crucial. This role requires strong communication, problem-solving, and technical skills, along with experience in customer service and familiarity with HIPAA regulations. We offer a remote-first work environment, comprehensive benefits, and a supportive, inclusive culture.

Requirements

• High School Diploma / GED
• 2+ years of customer service experience
• Technical competence with knowledge of MS Office and proficiency with relevant tools and technologies including but not limited to ZenDesk
• Familiarity with HIPAA regulations and the guidelines for proper handling of protected health information (PHI)

Responsibilities

• Serve as the primary point of contact for inbound calls, live chat, and email inquiries
• Collaborate with cross-functional teams to escalate member issues appropriately and work to resolve member issues
• Proactively reach out to members to discuss and review satisfaction surveys, 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 maintain member records
• Document all member cases using a customer relationship management system
• Perform other department administrative and reporting functions as needed
• Learn, understand, and adapt to new technologies as this position and responsibilities will grow

Preferred Qualifications

• Associate Degree or higher
• Functional knowledge of digital communication tools such as RingCentral and SnapEngage
• Healthcare and/or medical office experience

Benefits

• 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
• Paid parental leave
• Support a healthy work-life integration, and offer work flexibility
• Medical, dental, vision, life, disability, wellness resources, and an employer HSA contribution all from Day 1
• Employer match 401k