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Member Support Specialist

June 4, 2026

The Company:Ilant Health is a value-based healthcare provider focused on cardiometabolic obesity, a group of interconnected conditions that drive over $700 billion in annual U.S. healthcare expenses. We are dedicated to increasing access to treatment while reducing the total cost of care for employers and payers. We are not just a provider, we are a technology-enabled practice driven by analytics. Our mission is to "de-average" care, using proprietary algorithms to match Members with the right interventions at the right time, while establishing habits that support treatment success and sustained outcomes. By combining clinical rigor with a consumer-grade digital experience, we drive life-changing outcomes and measurable ROI.We serve as the single, integrated front door for comprehensive care, delivering a full continuum of evidence-based solutions, spanning bariatric surgery, pharmacotherapy, and intensive behavioral therapy. Crucially, we personalize care for every Member through a dedicated multidisciplinary care team, empowered by our advanced digital platform. This ecosystem includes specialized tools for our providers and a fully accessible Member Portal (web and mobile) for our Members.The Role: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.You will handle inbound and outbound communication across phone, email, and messaging channels, resolving 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.1. Real-Time Member Support<ul dir="auto"><li dir="auto">Respond to inbound calls, emails, and messages throughout your shift</li><li dir="auto">Triage and resolve issues across:</li><li dir="auto">Scheduling (appointments, rescheduling, provider coordination)</li><li dir="auto">Lab ordering and follow-up</li><li dir="auto">Medication logistics and pharmacy coordination</li><li dir="auto">App and device troubleshooting</li><li dir="auto">General program navigation and support</li><li dir="auto">Ensure every interaction is resolved or clearly handed off with no dropped threads</li></ul>2. High-Volume Case Management<ul dir="auto"><li dir="auto">Manage a continuous queue of inbound requests across channels</li><li dir="auto">Handle multiple cases simultaneously with speed and accuracy</li><li dir="auto">Maintain clean, structured documentation in systems (e.g., Zendesk)</li></ul>3. SOP Adherence & Execution Excellence<ul dir="auto"><li dir="auto">Follow standard operating procedures exactly as written</li><li dir="auto">Use macros, workflows, and decision trees consistently</li><li dir="auto">Escalate only when appropriate—and with complete context</li></ul>4. Problem Solving & Ownership<ul dir="auto"><li dir="auto">Take full ownership of issues from start to resolution</li><li dir="auto">Navigate ambiguity and figure things out independently</li><li dir="auto">Identify root causes and prevent repeat issues when possible</li></ul>5. Cross-Functional Coordination<ul dir="auto"><li dir="auto">Coordinate with clinical team, peer navigators, pharmacy partners, and labs</li><li dir="auto">Support clinical team real-time delays by notifying members in virtual waiting rooms or rescheduling as needed.</li><li dir="auto">Ensure smooth handoffs and timely follow-ups</li><li dir="auto">Flag recurring issues or workflow gaps to operations leadership</li></ul>What Success Looks Like<ul dir="auto"><li dir="auto">Fast, accurate responses across all channels</li><li dir="auto">Zero dropped or unresolved member issues</li><li dir="auto">Consistent adherence to SOPs and workflows</li><li dir="auto">High member satisfaction (CSAT/NPS)</li><li dir="auto">Strong reliability and accountability within shift coverage</li></ul>Key Metrics (KPIs)<ul dir="auto"><li dir="auto">First response time (SLA adherence)</li><li dir="auto">Resolution time</li><li dir="auto">Tickets handled per shift (productivity)</li><li dir="auto">CSAT / member satisfaction</li><li dir="auto">QA / SOP adherence score</li><li dir="auto">Escalation rate (appropriate vs. unnecessary)</li><li dir="auto">Reopen rate / error rate</li></ul>Who You Are<ul dir="auto"><li dir="auto">Highly organized and detail-oriented — you don’t miss things</li><li dir="auto">Process-driven — you follow instructions precisely and consistently</li><li dir="auto">Fast and efficient — you can handle volume without sacrificing quality</li><li dir="auto">Customer-friendly but not meandering — warm, but direct and effective</li><li dir="auto">Strong problem solver — you figure things out, not just pass things along</li><li dir="auto">Accountable — you own outcomes, not just tasks</li></ul>Basic Qualifications<ul dir="auto"><li dir="auto">1+ years in customer support, operations, or high-volume service environment (healthcare, telehealth, call center, or logistics preferred)</li><li dir="auto">Experience working with ticketing systems (e.g., Zendesk or similar)</li><li dir="auto">Strong written and verbal communication skills</li><li dir="auto">Comfort working in a shift-based environment (including evenings/weekends if needed)</li></ul>Preferred Qualifications<ul dir="auto"><li dir="auto">Experience in healthcare navigation, care coordination, or telehealth</li><li dir="auto">Familiarity with labs, pharmacies, or scheduling workflows</li><li dir="auto">Experience working in SLA-driven or queue-based environments</li><li dir="auto">Demonstrated ability to follow SOPs in regulated environments</li><li dir="auto">Spanish-speaking a plus</li></ul>Benefits and Perks:We believe great work happens when people are supported, trusted, and given the flexibility to thrive. Here’s what you can expect when you join our team:<ul dir="auto"><li dir="ltr">Fully remote environment – work from anywhere while maintaining meaningful collaboration with a distributed team</li><li dir="ltr">Comprehensive health benefits – medical, dental, and vision coverage to support you and your family</li><li dir="ltr">Paid time off – 2 weeks of PTO to rest, recharge, and take the time you need</li><li dir="ltr">Flexible floating holiday – one additional day each year to celebrate what matters most to you</li><li dir="ltr">Paid sick leave – 5 sick days so you can prioritize your health when needed</li><li dir="ltr">11 paid company holidays throughout the year</li><li dir="ltr">401(k) retirement plan to help you invest in your future</li><li dir="ltr">Healthcare and Dependent Care FSA options for additional tax-advantaged savings</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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