Foodsmart3d ago

New

USD 60000–75000/yr

Member Support Specialist, Escalations & Accommodations

(us)RemoteFull-Timemid

OtherMember Support Specialist

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Quick Summary

Overview

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,

Technical Tools

OtherMember Support Specialist

About the Role

~3 min read

The Member Support Specialist serves as the final point of contact for complex member issues, including grievances, advanced escalations, and accessibility or accommodation requests. This individual is responsible for resolving highly sensitive situations that require strong judgment, cross-functional coordination, and nuanced communication with members, health plans, and internal stakeholders.

The ideal candidate brings advanced critical thinking, emotional intelligence, and the ability to de-escalate challenging situations while ensuring members feel heard, supported, and respected.

Escalations & Grievance Management

Own and resolve high-priority, complex, or sensitive 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 all escalations.

Accessibility & Accommodation Requests

Review and assess accommodation and accessibility requests with sound judgment and consistency.

Evaluate supporting documentation, including authorized representative forms and related records.

Determine appropriate next steps, including approvals, denials, or escalations

Partner with internal teams to ensure accommodations are implemented and documented effectively.

Cross-Functional & External Communication

Communicate professionally and clearly with health plans, providers, and external partners.

Adapt communication style based on audience (members, executives, clinical and member support teams, partners).

Translate complex issues into actionable insights for internal stakeholders.

De-escalation & Member Experience

Lead de-escalation efforts with empathy, professionalism, and control.

Balance compassion with boundary-setting to maintain productive interactions.

Ensure members feel supported, respected, and confident in the resolution process.

Judgment & Decision-Making

Make independent, high-stakes decisions within established guidelines.

Identify when to escalate issues further vs. resolve directly.

Recognize patterns and recommend improvements to reduce future escalations.

Advanced Critical Thinker: Ability to assess complex, ambiguous situations and determine the best course of action.

Agile in Communication: Strong written and verbal communication skills with the ability to tailor tone and messaging across audiences.

Sound Judgment: Trusted to make decisions on sensitive accommodation and escalation cases.

De-escalation & Mediation Minded: Proven ability to manage high-emotion interactions and drive resolution.

Empathetic with Authority: Can create a supportive experience while maintaining control and direction of the conversation.

Detail Orientated: Strong documentation and compliance mindset, especially with sensitive or regulated processes.

Ethical and Accountable: Possesses strong sense of personal and professional ethics and will take accountability for actions and decisions.

Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.

A completely private, secure, and quiet workspace.

Bachelor’s degree or higher.

3–5+ years in member/patient support, escalations, grievances, or case management.

Experience working with health plans, healthcare systems, or regulated environments preferred.

Demonstrated experience handling complex escalations or complaint resolution.

Familiarity with accessibility and accommodation processes (preferred).

Experience reviewing formal documentation (e.g., authorized representative forms, medical or legal documentation) is a plus.

Complex escalations are resolved efficiently and thoughtfully.

Members feel heard and supported—even in difficult situations.

Health plan and partner communications are clear, professional, and effective.

Accommodation decisions are consistent, fair, and well-documented.

Trends in escalations are identified and fed back to improve the overall member experience.

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listing Details

Posted: May 1, 2026
First seen: May 1, 2026
Last seen: May 5, 2026

Posting Health

Days active: 3
Repost count: 0
Trust Level: 87%
Scored at: May 5, 2026

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Foodsmart

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Foodsmart is a telehealth company providing personalized nutrition plans and guidance through registered dietitians, along with tools for meal planning and food delivery, to improve health outcomes.

Employees

750

Founded

2010

Domain

foodsmart.com

Jobs

View 9 jobs

View company profile

Salary

USD 60000–75000

per year