Member Support Representative (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: Customer First - You start with the member and work backwards. Make It Happen - You act with urgency, use data, and hold high standards. One Team - You collaborate with respect and commit as a group. 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 part-time position requiring approximately 29 hours per week. This position will offer time off and is not eligible for health insurance benefits. 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 simultan...