Member Support Specialist

Job description

**About TailorCare** TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way. TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville. **About the Role** The Member Support Specialist (S2) is TailorCare's frontline ambassador - often the first human touchpoint a member has within the RecoveryOne care modalities. This role delivers high-quality, empathetic support across chat, phone, and email channels, resolving member questions and technical issues related to the RecoveryOne platform. Success is defined by CSAT scores, SLA adherence, and the ability to leave every member feeling heard, supported, and confident in their care journey. **Key Responsibilities** **Member Support & Satisfaction** - Handle inbound member interactions across all channels (chat, phone, email) with warmth, clarity, and professionalism. - Resolve member pain points including password resets, app navigation, account questions, and basic technical issues, efficiently and completely. - Demonstrate genuine empathy and patience with members who are frustrated, confused, or anxious. - Confirm member satisfaction before closing tickets and maintain consistently high CSAT scores. **Technical Support & Tools** - Navigate the Member Dashboard to locate account details, enrollment status, and communication history. - Use ZenDesk to create, categorize, close, and document tickets in accordance with SOP standards. - Manage inbound calls professionally using RingCentral, escalating appropriately when needed. - Adhere to HIPAA guidelines in all member data handling and documentation. **SLA Adherence & Efficiency** - Respond to inbound member tickets within SLA-defined timeframes for each channel. - Document all member interactions in ZenDesk accurately and in real time. - Prioritize queue intelligently, addressing urgent or sensitive member situations appropriately. - Use ZenDesk macros and templates to handle routine inquiries efficiently without sacrificing personalization. - Flag volume spikes or workflow barriers to the Lead or Manager to support team-wide SLA health. **Culture & Participation** - Come prepared to 1:1s and team meetings with updates, questions, and observations. - Receive feedback openly and apply it with genuine effort and follow-through. - Adapt quickly to new tools, processes, and priorities as the team evolves. - Support teammates during high-volume periods and contribute to a positive team culture. **Qualifications** - 1+ year of experience in customer support, member services, or a related frontline role. - Excellent written and verbal communication skills with a warm, professional tone. - Comfort with ZenDesk, RingCentral, or similar CRM and communication platforms. - Familiarity with HIPAA guidelines or willingness to learn and comply rigorously. - Strong attention to detail in documentation and ticket management. - Genuine empathy and a solutions-oriented mindset. **What's In It For You** - **Meaningful Work:** We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact. - **Work Environment:** We operate as a remote-first company with options for a hybrid work model in Nashville. - **Time Off:** Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge. - **Family First:** We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets! - **Comprehensive Benefits:** From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution. - **Fair Compensation:** We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching. - **Community:** We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day. TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.