Project Overview: Member Services Contractor
We are seeking an independent, experienced Member Services Contractor to deliver high-quality support and ensure our members seamlessly utilize the Tangelo platform. The selected contractor will independently manage member inquiries, resolve account issues, and provide expert guidance on platform features and workflows.
Scope of Services (Deliverables)
- Inquiry Management: Independently respond to and resolve member inquiries professionally via phone, chat, SMS, and email.
- Onboarding & Guidance: Engage prospective members to explain platform benefits, guide them through the automated assessment process, and verify required information.
- Issue Resolution: Investigate and resolve user issues related to platform onboarding, order fulfillment, and overall user experience.
- Data Management & Compliance: Maintain accurate, up-to-date member records within the database while ensuring strict data confidentiality and HIPAA compliance.
- Outreach Tracking: Monitor member engagement metrics and execute proactive outreach to ensure successful platform utilization.
- Documentation Support: Contribute to external knowledge bases and FAQs to ensure clear communication and consistency across member workflows.
- Process Alignment: Review system data and provide independent operational insights to streamline the member experience and align with regulatory standards.
Contractor Qualifications & Requirements
- Location Restriction: Must operate the independent business out of California.
- Language Skills: Written and verbal fluency in Spanish is required to service specific member demographics.
- Core Experience: Minimum 3 years of experience providing member or customer support, ideally within a healthcare, Medicaid, or wellness infrastructure.
- Consultative Background: 1+ years of consultative client-facing or outbound communication experience is preferred.
- Remote Business Setup: Self-starter with a proven track record of successfully managing a remote workspace and operating independently.
- Technical Setup: Proficiency utilizing Google Workspace (Docs, Sheets, Drive, Meet), Microsoft Office, and standard CRM/contact center platforms.
- Critical Thinking: Sharp problem-solving abilities and the capacity to deliver high-quality results independently within a fast-paced environment.
Compensation
- Contract Rate: $24.00 – $27.00 per hour (1099 Classification).
Company Description
Tangelo is a healthcare technology and food-as-medicine company helping Medi-Cal members access medically tailored meals and medically supportive food through CalAIM and healthcare partnerships.
