Member Support Representative (Temporary Part-Time)

About us:

Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs.

Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money.

Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases. 

At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment:

Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.

About the role:

As a Member Support Agent, you will provide direct live support for incoming member inquiries regarding services, eligibility, appointments, platform access, and food benefits, while assisting with elevated technical troubleshooting, provider coordination, and special operational projects. As a core member of our team, you will drive issue resolution with a strong sense of urgency while maintaining high personal accountability for protecting sensitive member information.

This is a temporary part-time position requiring approximately 29 hours per week. This position is expected to last up to 6 months. This position will offer time off and is not eligible for health insurance benefits. 

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You will:

• Serve as the first point of contact for all inbound member inquiries, greeting every caller empathetically and patiently.
• Accurately document interactions and ongoing resolutions to ensure seamless follow-up.
• Efficiently navigate internal FAQs, knowledge base documentation, and standard operating procedures (SOPs) to resolve member questions on the spot.
• Document interactions and ongoing resolutions to ensure seamless follow-up.
• Ensure member records are accurate and complete.
• Multitask using internal tools and resources to perform real-time eligibility checks while delivering clear, empathetic benefits guidance to members.
• Field questions about the purpose and importance of Telenutrition.
• Match our members with the right dietitian and find appointment times that fit into their lives.
• Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help.
• Serve as a resource to troubleshoot, explain, and manage patient inquiries regarding incentive offerings in partnership with internal teams and external vendors.
• Maintain a high level of personal accountability when handling sensitive and protected information.
• Collaborate with peers, leaders, and other internal groups to find accurate solutions to complex problems.

You are:

• A strong communicator, both orally and in writing, that can adjust your communication style and preferences to fit various situations.
• A disciplined self-motivator: Capable of staying focused, managing your time, and hitting productivity goals in a fully remote environment without direct, in-person supervision.
• An active digital communicator: Proactive about reaching out to teammates and leadership via approved communication methods when you have questions or need support.
• Able to manage multiple ongoing tasks without missing deadlines or cutoffs.
• Resilient, and capable of quickly adapting to changes in workflows and processes, and able to pivot seamlessly when new information is provided.
• Able to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls.
• Experienced in solving complex problems that require critical thinking and resource navigation.
• Both independently motivated and team-minded, allowing you to manage your own time and tasks to hit your own goals while also supporting your peers and seeking help when needed.
• Detail oriented and committed to providing accurate and complete resolutions, and willing to take ownership and responsibility for maintaining these standards.
• Goal oriented and able to push yourself to meet both metric and quality goals.
• Comfortable with both giving and receiving feedback, both between you and leadership and in a peer-to-peer capacity. 

You have:

• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
• Prior remote experience (Highly Preferred): 1+ years of experience working successfully in a dedicated work-from-home or hybrid call-center environment.
• The ability to communicate complex information concisely in writing. 
• Experience working with sensitive and protected information, including PII and PHI, and a basic understanding of HIPAA. 
• A completely private, secure, and quiet workspace.
• Availability to work between 9AM -5PM PST Monday-Friday. Availability until 8 PM PST a plus! Hours are subject to change based on business needs. 

What success looks like:

• Quality Assurance (QA): Maintaining a high QA score (e.g., 90%+) on recorded live calls and written documentation.
• First Contact Resolution (FCR): Resolving escalations efficiently without unnecessary back-and-forth.
• Schedule Adherence: Reliability in covering the critical 9AM – 5:30PM PST shift window.

\n$20.68 - $24 an hour
Role: Member Support Representative (Temporary Part-Time)
Location: Remote, USA
Compensation: $20.68-24.00 per hour (up to 29 hours per week) + $4k annual commission plan ($1k/quarter)
 
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries at our headquarters in San Francisco, California. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.
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About our benefits and perks:

✅ Remote-First Company

✅ Flexible & remote location

✅ Engaging, collaborative team

Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.