Member Support Coordinator

Interwell Health is a kidney care management company partnering with physicians to reimagine healthcare and improve patient outcomes. The Member Support Coordinator serves as the first point of contact for patients and providers, handling inbound requests and resolving issues efficiently. The role supports high-quality member experiences through first-call resolution and coordination with internal teams.

• Handle inbound calls in a high-volume environment while supporting SLA objectives.
• Address general inquiries, resolve concerns, and route callers to subject matter experts when needed.
• Work toward first-call resolution using knowledge of services and multiple systems.
• Field clinical referrals, consent forms, and general inquiries routed to the Member Support Inbox and/or SharePoint.
• Demonstrate professionalism, compassion, empathy, and active listening to understand needs and provide appropriate solutions.
• Collaborate across departments to enable seamless care and service delivery.
• Adapt to evolving schedules, workflows, policies, and processes with a positive, solution-oriented approach.
• Support various projects as opportunities arise.

• Required

  • 1 year of customer service or administrative support experience.
  • Excellent verbal and written communication skills.
  • Strong problem-solving ability in a fast-paced setting.
  • Effective multitasking and time management to ensure prompt responses.

• Preferred

  • Healthcare or inbound contact center experience.
  • Basic computer skills and familiarity with Microsoft Office applications.

• Physical

  • Ability to sit at a computer terminal for extended periods.
  • Regularly may be required to sit, stand, see, talk, hear, reach, stoop, kneel, and use hands/fingers to operate a computer and keyboard.
  • Close-vision requirements due to computer work.

• 100% remote work environment.
• Must have a secure private office area that allows for protection of PHI.
• Moderate noise environment (e.g., phone calls, online meetings, computer audio).
• Minimal to no travel required.