About Epicured
Epicured helps prevent and manage chronic disease through medically tailored nutrition, combining clinical research with culinary expertise to improve health outcomes nationwide. Join a mission-driven team working at the intersection of food, healthcare, and technology.
Position Overview
Epicured is expanding its medically tailored meal services to support Programs of All-Inclusive Care for the Elderly (PACE). We're hiring a Member Support Specialist to serve as the primary point of contact for PACE participants and their care teams as they begin and continue their meal program.
In this role, you'll guide participants through onboarding, conduct check-in calls, finalize weekly meal orders, and resolve participant and Registered Dietitian (RD) requests—all within Epicured's ordering portal. Because you'll work closely with elderly members and their caregivers, patience, empathy, and comfort with technology are essential.
This role, reporting to the VP of Member Experience, is ideal for someone who is patient, detail-oriented, tech-savvy, and comfortable managing high-touch member communications in a fast-paced care environment. As Epicured grows its PACE programs, this person will support additional partner sites over time.
Key Responsibilities
Conduct welcome onboarding calls with new participants before their first order to confirm order and delivery details like service start date, allergies, and delivery address
Conduct check-in calls after the first delivery to gather feedback on meals and the delivery experience and strengthen the participant and partner relationship
Finalize weekly meal orders in the ordering portal, double-checking allergies and participant preferences and making meal swaps as needed
Manage inbound and outbound calls with participants, caregivers, and partner RDs via phone, communicating clearly and patiently, including with elderly members
Handle participant and RD requests, distinguishing between adjustments that can be made directly and those that require RD approval
Process order changes and resolve delivery issues, including meal substitutions and reships
Track orders and shipments across the Tuesday and Thursday delivery schedule and follow up to confirm successful delivery
Log call notes, participant feedback, and activity accurately in designated systems
Help participants and caregivers navigate the portal as self-service features roll out
Participate in weekly or bi-weekly meetings to represent the voice of the participant, and share analytically backed feedback
Schedule
Availability between 11:00 AM–8:00 PM EST (8:00 AM–5:00 PM PST), Monday–Friday; weekly schedule may adjust based on evolving business needs
Qualifications
Required
3–5 years of experience in customer service, member engagement, call centers, or care navigation
Patient, empathetic communicator comfortable working with elderly members and their caregivers
Comfortable navigating web-based technology platforms and portals; able to learn new systems quickly
Strong communication and active listening skills, with the ability to ask clarifying follow-up questions
Experience in a virtual contact center environment (Five9 preferred)
Preferred
Bilingual strongly preferred—Mandarin and/or Spanish
Experience with PACE programs, Medicaid, or serving older adult populations
Background in healthcare, care coordination, patient support, or community-based services
Compensation & Benefits
Pay: $21–$23/hour, based on experience
Benefits:
401(k)
Medical, dental, and vision insurance
Employee meal discounts
Equal Opportunity Employer
Epicured is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of age, race, creed, color, national origin, religion, gender, sexual orientation, gender identity or expression, disability, veteran status, or any other protected status under federal, state, or local law.
Requires 3–5 years in customer service, member engagement, call centers, or care navigation; empathy with elderly members, web-portal proficiency, strong communication, and virtual contact center experience.
Key Responsibilities
- conducting onboarding
- finalizing orders
- resolving deliveries
Skills & Tools
Five9
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Glen Cove, New York, United States
- Salary: USD 43,680 – 47,840 / year
- Languages: English
Benefits
- 401k matching
- Retirement plan
About Epicured, Inc.
A healthcare nutrition company providing medically tailored meals to help prevent and manage chronic disease. — Industry: Healthcare