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 pre…