Member Support Specialist- (Hybrid) Austin TX

Job Title Member Support Specialist- (Hybrid) Austin TX Job ID 27757906 Work Remote Yes Work Hybrid Yes Location Round Rock, TX, 78664 Remote Hybrid Other Location Description

Ria Health, recognized as the leading national telehealth provider specializing in alcohol use disorder (AUD) treatment, recently raised $12.5 million through a Series B financing led by Peloton Equity. Our existing investors SV Health, BPEA and SOSV also participated in the Series B. 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. Ria Health will enable patients to achieve long term success in reducing or eliminating their alcohol consumption, and live healthier and happier lives. We are seeking a Clinical Intake/Triage Nurse to join our rapidly growing team.

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.

This is a hybrid role with an office located in Round Rock Texas.

Schedule: M-F10am- 7pm CST

WORK AT RIA HEALTH AS A MEMBER SUPPORT SPECIALIST

Ria Health personnel work in a hybrid team environment, collaborating with team members and departments to provide exceptional virtual care and support to our growing patient population. We approach every interaction with compassion, professionalism, and a commitment to positive outcomes.

Role Responsibilities

As a Member Support Specialist, you will:

• Address patient issues promptly and provide effective resolutions.
• Evaluate patient concerns and apply Ria Health protocols and guidelines appropriately.
• Develop actionable plans to address patient issues, ensuring satisfaction, engagement, and retention.
• Handle member cancellation requests with empathy, focusing on understanding their concerns and doing all you can to retain them within the program.
• Troubleshoot technical issues related to the Ria Health app or other technology.
• Facilitate billing inquiries and connect patients to appropriate resources or departments.
• Track patient engagement and outcomes using ticketing systems and inbound call data.
• Collaborate with various departments to ensure continuity of care.
• Engage with patients via video/phone calls, emails, or app-based text messages.
• Manage a caseload of patient tickets, ensuring timely resolutions and connections to services.
• Build strong relationships with patients to foster high engagement and positive program experiences.
• Document all patient interactions and actions in EMR, CRM, ticketing systems, and spreadsheets.
• Provide care coordination, case management, and advocacy as needed.
• Maintain HIPAA compliance and patient confidentiality standards.
• Contribute to program development and continuous learning initiatives.
• Cross-train with the Enrollment team to provide support with onboarding workflows, administrative tasks, and short-term coverage needs.
• Assist Enrollment during high-volume periods by stepping in on non-clinical tasks such as scheduling, CRM updates, or member follow-up communications.
• Support a collaborative team culture by sharing process knowledge and helping streamline interdepartmental workflows.
  
  

Requirements

To succeed in this role, you should have:

• One year of retention experience, including handling member cancellations and working to retain customers or patients.
• One year of delivering outstanding customer service.
• Patient liaison experience preferred, such as advocacy and care coordination.
• CRM (Customer Relationship Management) experience.
• Experience with HIPAA regulations and PHI guidelines.
• One year of telephone support experience.
• Strong knowledge of online systems, apps, and technology, including GSuite, Zoom, Chromebooks, and iPhone and Android environments.
• Solid organizational skills to manage various projects and patient issues.
• A private, secure space with appropriate lighting for video/call sessions and team meetings.
• Direct high-speed internet access to host video sessions and meetings.
• Strong written and verbal communication skills.
• Keen attention to detail to accurately address patient inquiries and resolve issues.
• Professionalism and compassion when interacting with patients.
• Excellent time management skills for working in a virtual and/or unstructured environment.
• Knowledge of co-insurance, co-payments, deductibles, and out-of-pocket expenses preferred.
• Experience with EMR systems, Zoom, and app-based applications.
• GED
• Preferred: Fluency in Spanish/English, and medical office experience.
  
  

KPIs/METRICS

Your Performance Will Be Measured By

• Timely resolution of member cancellation requests and retention efforts.
• On-time delivery of patient sessions and responses to inquiries, as tracked via call logs and ticketing systems.
• Resolution of assigned tickets and inquiries within one business day.
• Accurate and timely documentation within 24 hours in ticket systems and CRMs.
• Member satisfaction, as measured by program surveys, discharge questionnaires, and supervision feedback.
• Retention rates and program adherence.
  
  

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
• Work in a hybrid environment in the Austin, TX area
• Career opportunities include full-time, part-time, and on a contract basis
• Competitive compensation
• Telehealth training and development
  
  

APPLY TO RIA HEALTH

Ria Health invites you to apply at RIAHEALTH.COM

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.

Pay Range $19.00 Hourly to $21.00 Hourly