It support specialist Jobs in Round Rock, TX

Job Description

Job Description

IMMEDIATE NEED : Part Time Member Support Specialist

Job Description

Ria Health is on a mission to bring effective evidence-based treatment for alcohol use disorder to all Americans. Our team consists of empathetic mission-driven professionals coming together to support the quality and availability of our national telehealth alcohol treatment program. We are seeking a Member Services Specialist to join our rapidly growing team. Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $18 million in Series A led by SV Health Investors, LLC. The investment will further the momentum of commercial partnerships that include regional and national health plans, including Anthem Blue Cross Blue Shield, UnitedHealth Group Optum, Beacon Health Options, Highmark Health, and Magellan Health.

JOIN THE RIA HEALTH TEAM!

Join the team that integrates medical care, behavioral support, and technology tools to help members achieve their personal goals in treating alcohol misuse. Ria Health is a Center of Excellence that delivers a Joint Commission accredited program that leverages evidence-based pharmacotherapy, psychosocial support, and an engaging care delivery platform to help members achieve lasting improvements in their quality of life. Ria’s published outcomes data set the standard for effectiveness in alcohol treatment. The Ria program is delivered through telehealth and by a care team of Physicians, Nurse Practitioners, and Coaches with clinical expertise to manage care and outcomes for Ria Health members.

Part Time Member Support Specialist

Part-Time Member Support Specialist (9 AM - 2 PM, Monday - Friday)

Join Ria Health as a Member Support Specialist and play a key role in helping patients and prospective members navigate their journey with us. This part-time role is perfect for someone who thrives in a fast-paced, Hybrid environment and enjoys assisting others with professionalism, compassion, and efficiency.

Role Responsibilities

As a Member Support Specialist, you will :

Answer inbound calls from both prospective and current patients, ensuring a welcoming and supportive experience.

Triage calls to the appropriate department, connecting patients with the right resources efficiently.

Reschedule appointments and assist with scheduling needs as required.

Create and manage support tickets to track patient inquiries and follow-up needs.

Escalate urgent issues to the appropriate team members for prompt resolution.

Provide basic troubleshooting and guidance on Ria Health’s services and technology.

Manage cancellation requests in the absence of the Engagement Specialist. Your primary goal will be to understand the reason for the cancellation, actively listening, and offering potential solutions that allow the patient to stay in the program. Work to resolve issues and retain patients wherever possible.

Maintain accurate documentation of all interactions in EMR, CRM, and ticketing systems.

Ensure HIPAA compliance and protect patient confidentiality at all times.

What We’re Looking For

Experience in customer service or call center support (healthcare experience preferred).

Strong communication skills with a patient-first mindset.

Comfort using online systems, apps, and technology (experience with GSuite, Zoom, and CRM systems is a plus).

Ability to multitask and stay organized in a virtual setting.

A private, secure workspace with reliable high-speed internet for calls and virtual meetings.

Strong problem-solving skills, especially when managing member cancellation requests, with an emphasis on finding solutions that prioritize patient retention and experience.

This is a part-time, hybrid position with set hours from 9 AM - 2 PM, Monday through Friday (in-office days TBD). If you’re passionate about supporting individuals on their healthcare journey and enjoy working in a dynamic, mission-driven environment, we’d love to hear from you!

KPIs / Metrics

Your performance will be measured by :

Call Handling Efficiency – Answering and triaging inbound calls promptly, ensuring members are directed to the appropriate department with minimal wait times.

Ticket Resolution Speed – Creating and resolving support tickets within one business day to ensure timely follow-ups.

Appointment Management – Accurate rescheduling of patient appointments with minimal errors or delays.

Documentation Accuracy – Ensuring all interactions are properly logged in EMR, CRM, and ticketing systems within 24 hours.

Member Satisfaction – Positive feedback from patient interactions, as measured by internal surveys and team supervision reviews.

Escalation Effectiveness – Proper identification and escalation of urgent issues to the appropriate teams for resolution.

Retention Focus – Successfully handling cancellation requests with a focus on retaining patients in the program, ensuring that issues are addressed and resolved to the member's satisfaction.

MAKE AN IMPACT AT A CRITICAL TIME

The pandemic has caused a global crisis; there has been a tremendous increase in anxiety, trauma, and stress for millions of people, increasing the misuse of alcohol. As a result, Ria Health has experienced a 500% increase in demand from patients seeking a specialized treatment program for alcohol misuse. We seek team members motivated to provide high-quality, patient-centered, evidence-based care through telemedicine that improves the health and wellbeing of the people we support.

ENJOY RIA HEALTH BENEFITS

Join a team of Mission driven professionals dedicated to offering a next-generation solution in the treatment of heavy alcohol use and addiction

Experience professional growth within a rapidly expanding tech-healthcare company

Career opportunities include full-time, part-time, and on a contract basis

Competitive compensation

Telehealth training and development

EQUAL EMPLOYMENT OPPORTUNITY

Ria Health provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Ria Health Vision :

A world with accessible, compassionate, and effective treatments to reduce the burden of all those who suffer from Alcohol Use Disorder.

Ria Health Mission :

We combine medical science, technology, and human compassion to deliver private, evidence-based, telehealth alcohol treatment programs for anyone who wants to drink less and live better.

Ria Health Values :

Compassion – we promote a culture of empathetic care and communication. We actively listen, we always encourage, and we provide support.

Integrity – We are honest, open, ethical, and fair. We hold ourselves accountable when we make mistakes.

Teamwork – working together, we will achieve great things.

Embrace Change – we work to drive improvement over perfection, measuring and questioning the status quo to make progress and enhancement.

Always Learning – We celebrate curiosity and discovery through development and research.