Member Support Specialist, Escalations & Accommodations

TL;DR

Member Support Specialist, Escalations & Accommodations: Resolve high-priority member escalations, grievances, and accessibility requests with an accent on de-escalation, cross-functional coordination, and compliant documentation. Focus on investigating complex issues, making independent decisions, and ensuring members feel supported in a nutrition healthcare platform.

Location: Remote (US)

Salary: $60,000 - $75,000 + annual bonus

Company

Leading Foodcare platform powered by Registered Dietitians, delivering personalized nutrition care, behavior change tools, and food benefits to improve health outcomes.

What you will do

• Own and resolve complex member escalations and grievances end-to-end, serving as the final point of contact.
• Review accommodation requests, evaluate documentation, and determine approvals, denials, or further escalations.
• Communicate professionally with health plans, providers, members, and internal teams, adapting style to audience.
• Lead de-escalation with empathy while maintaining boundaries and control.
• Make high-stakes decisions, identify patterns, and recommend process improvements.

Requirements

• Must have reliable high-speed internet (100 Mbps download, 20 Mbps upload) and private, secure workspace.
• Bachelor’s degree or higher.
• 3–5+ years in member/patient support, escalations, grievances, or case management.
• Demonstrated experience handling complex escalations or complaint resolution.
• Advanced critical thinking, strong written/verbal communication, de-escalation skills, sound judgment, and detail-oriented mindset.
• Ethical, accountable, with empathy and authority in interactions.

Nice to have

• Experience with health plans, healthcare systems, or regulated environments.
• Familiarity with accessibility/accommodation processes.
• Experience reviewing formal documentation like authorized representative or medical/legal forms.

Culture & Benefits

• Remote-first company with flexible location and unlimited PTO.
• Comprehensive healthcare coverage (medical, dental, vision), 401k, and annual bonus.
• Access to Registered Dietitian sessions.
• Core values: Customer First, Make It Happen, One Team.
• Passionate, supportive team focused on making nutritious food accessible.