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Member Support Specialist, Escalations & Accommodations at Foodsmart. Location Information: United States. Foodsmart is the largest telehealth network of registered dietitians in the country with a mission to make eating well simple.. 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.. 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.. 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.. 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.. 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 with ability to assess complex, ambiguous situations and determine the best course of action.. Strong written and verbal communication skills with the ability to tailor tone and messaging across audiences.. Sound judgment with ability to make decisions on sensitive accommodation and escalation cases.. Proven ability to manage high-emotion interactions and drive resolution.. Can create a supportive experience while maintaining control and direction of the conversation.. Strong documentation and compliance mindset, especially with sensitive or regulated processes.. 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.. 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.. Pay range:. $60K - $75K. Remote-First Company. Unlimited PTO. Flexible & remote location. Healthcare Coverage (Medical, Dental, Vision). 401k & bonus. Registered Dietitian Sessions