[Hiring] Member Support Specialist @Ilant Health

Role Description

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.

• Handle inbound and outbound communication across phone, email, and messaging channels.
• Resolve 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.

Key Responsibilities

• 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.
• 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).
• 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.
• 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.
• 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.

Qualifications

• 1+ years in customer support, operations, or high-volume service environment (healthcare, telehealth, call center, or logistics preferred).
• Experience working with ticketing systems (e.g., Zendesk or similar).
• Strong written and verbal communication skills.
• Comfort working in a shift-based environment (including evenings/weekends if needed).
• Experience in healthcare navigation, care coordination, or telehealth.
• Familiarity with labs, pharmacies, or scheduling workflows.
• Experience working in SLA-driven or queue-based environments.
• Demonstrated ability to follow SOPs in regulated environments.
• Spanish-speaking a plus.
• Highly organized and detail-oriented — you don’t miss things.
• Process-driven — you follow instructions precisely and consistently.
• Fast and efficient — you can handle volume without sacrificing quality.
• Customer-friendly but not meandering — warm, but direct and effective.
• Strong problem solver — you figure things out, not just pass things along.
• Accountable — you own outcomes, not just tasks.

Benefits

• Fully remote environment – work from anywhere while maintaining meaningful collaboration with a distributed team.
• Comprehensive health benefits – medical, dental, and vision coverage to support you and your family.
• Paid time off – 2 weeks of PTO to rest, recharge, and take the time you need.
• Flexible floating holiday – one additional day each year to celebrate what matters most to you.
• Paid sick leave – 5 sick days so you can prioritize your health when needed.
• 11 paid company holidays throughout the year.
• 401(k) retirement plan to help you invest in your future.
• Healthcare and Dependent Care FSA options for additional tax-advantaged savings.