Member Support Specialist

Overview

We've celebrated over a million pounds lost by our members and have helped thousands of our members with hormones replacement therapy. Boasting 14 high-end offices scattered across California – from Marin to Walnut Creek, and San Francisco to Redwood City, Burlingame, Irvine, and beyond – we are on an expansion quest with exciting plans for more center openings on the horizon.

Our team is a dedicated team of Clinicians, Health Coaches, and Member Care Coordinators, each passionately committed to arming our members with the knowledge, personal support, and proven science they need to unlock optimal health.

REPORTS TO: Director of Sales and Marketing

CLASSIFICATION: Full-time, non-exempt

LOCATION: MUST RESIDE IN CALIFORNIA (remote or in-clinic options available)

• Member Communication: Act as the primary point of contact for members across all Jumpstart
  
  MD clinics, addressing their needs and enhancing their overall experience.
• Billing & Claims Support: Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries.
• Retention Strategy Development: Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention.
• Inventory Management: Support clinics by managing the inventory and supply chain process. Ensure all clinics are fully stocked with essential products, office supplies, and medical equipment.
• Membership Management: Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to Jumpstart
  
  MD.
• Data Analysis & Reporting: Analyze member behavior and produce regular reports on retention, cancellations, and overall satisfaction. Present findings to the sales and marketing teams to improve retention strategies.
• Collaboration: Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products.
• App & Technology Support: Monitor and reply to member questions and support the needs of our membership through the App – Reply to member questions and inquiries from the survey platform to ensure timely responses and satisfactory problem solving for members.
• Deliver exceptional customer care in every interaction: Ensure members feel supported, valued, and empowered throughout their health journey. Use active listening, empathy, and problem-solving to provide a best-in-class experience.
• Demonstrate a strong history of outstanding customer service: In previous roles, handle inquiries, resolve concerns, and maintain positive relationships with members professionally and compassionately.

• Bachelor's degree in sales, marketing, business administration, or related field (or equivalent work experience).
• Sales experience is a PLUS.
• 3+ years of experience in customer support, sales, or retention roles, preferably in a healthcare or wellness environment.
• High level of comfort working with technology and multiple systems at once.
• Experience with billing, claims, and insurance-related inquiries.
• Strong skills in inventory management and supply chain processes.
• Excellent verbal and written communication skills, with the ability to engage with members empathetically and professionally.
• Strong problem-solving skills, with the ability to develop creative solutions to retain memberships.
• Proficient in customer relationship management (CRM) systems and sales/marketing software.
• Ability to multitask and remain calm in challenging situations.
• Strong organizational skills, attention to detail, and a positive attitude.

🚀
Impact Lives: Be part of a team that’s transforming health, empowering individuals, and celebrating over a million pounds lost - and counting!

Innovation at Its Best: Work in an environment that's rich in innovation, backed by cutting-edge research, and personalized to perfection.

Community and Connection: Join a tribe of passionate professionals in 14 locations, all committed to uplifting health and wellness.

Grow with Us: With plans for geographical expansion soon, the sky's the limit for your career growth and…