Member Support Specialist, Escalations & Accommodations

📋 Description

• Own and resolve high-priority, complex member escalations end-to-end.
• Serve as the “last line” point of contact for unresolved member concerns.
• Investigate grievances thoroughly, synthesizing information from multiple systems and stakeholders.
• Ensure timely, compliant, and well-documented resolution of escalations.
• Review accommodation and accessibility requests with sound judgment.
• Determine next steps (approvals/denials/escalations) and coordinate accommodations with internal teams.

🎯 Requirements

• Advanced critical thinker; assess complex, ambiguous situations and choose best action.
• Agile in communication; tailor tone and messaging across audiences.
• Sound judgment for sensitive accommodation and escalation cases.
• De-escalation and mediation minded; manage high-emotion interactions.
• Empathetic with authority; maintain control and direction of conversation.
• Detail oriented; strong documentation and compliance mindset.

🎁 Benefits

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions