Member Support Specialist, Escalations & Accommodations - Remote

Overview

The Member Support Specialist will manage escalations and accommodation requests, ensuring timely and effective resolutions while maintaining a high level of member support and communication.

In Short

• Own and resolve high-priority member escalations end-to-end.
• Serve as the last line of contact for unresolved member concerns.
• Investigate grievances thoroughly from multiple systems.
• Review and assess accommodation requests with sound judgment.
• Communicate professionally with health plans and external partners.
• Lead de-escalation efforts with empathy and professionalism.
• Make independent, high-stakes decisions within guidelines.
• Identify patterns and recommend improvements to reduce escalations.
• Maintain strong documentation and compliance mindset.
• Ensure members feel supported and respected throughout the process.

Requirements

• Bachelor’s degree or higher.
• 3–5+ years in member/patient support or case management.
• Experience in healthcare or regulated environments preferred.
• Strong written and verbal communication skills.
• Ability to manage high-emotion interactions effectively.
• Detail-oriented with strong documentation skills.
• Reliable high-speed internet access.
• Private and secure workspace.
• Familiarity with accessibility processes is a plus.
• Experience reviewing formal documentation is advantageous.

Benefits

• Work from home flexibility.
• Opportunity to make a significant impact on member experiences.
• Collaborative work environment.
• Professional development opportunities.
• Supportive team culture.