The Member Support Specialist is responsible for connecting with referred and existing members by phone to complete brief intakes, educate them on Upside's services, and guide them through enrollment and next steps. This is a remote, hourly position that serves as a critical entry point into the member experience, ensuring individuals feel supported, informed, and confident as they begin their journey with Upside. This position is ideal for someone who thrives in a high-volume, fast-paced environment and enjoys helping individuals navigate complex situations with empathy, clarity, and professionalism. Member Support Specialists balance structured workflows with a human approach, building trust quickly while moving members toward timely engagement and action. For many members, the Member Support Specialist is the first human interaction they have with Upside. Your ability to listen, explain, and guide enrollment directly determines whether someone accesses housing support or falls through the cracks. This role sits at the intersection of empathy and execution, turning referrals into real-world impact for people who need stability the most.

Responsibilities

• Support admissions and manage inbound and outbound member calls as needed.
• Conduct outreach to referred members to explain Upside services and assist with enrollment or scheduling.
• Complete brief intake forms to accurately capture demographic, eligibility, and high-level clinical information.
• Coordinate scheduling based on member availability, location, and case manager or clinical matching criteria.
• Partner with members, families, and internal teams to ensure a smooth transition into services.
• Meet or exceed daily, weekly, and monthly performance goals (e.g., calls completed, enrollments, appointments scheduled).
• Maintain a consistently positive, empathetic, and professional approach with members and teammates.
• Follow established scripts and workflows while personalizing conversations to meet individual member needs.
• Document all interactions accurately and timely in Salesforce and telephony systems.
• Collaborate with teammates to troubleshoot scheduling, outreach, or communication challenges.
• Adhere to HIPAA and confidentiality standards when handling member information.
• Participate in ongoing training, coaching, and quality assurance initiatives to continually improve performance.

Requirements

• 1–3 years of experience in member access, enrollment, intake, customer support, or a similar member-facing role (experience as a Care Guide, community health worker, or social services navigator is a strong plus)
• Exceptional verbal communication and active listening skills
• Strong empathy with the ability to maintain boundaries and follow structured workflows
• Comfort handling high call volumes in a fast-paced environment
• Ability to meet performance-based goals while maintaining a compassionate tone
• Strong organizational skills and attention to detail
• Basic computer proficiency (CRM, EHR, scheduling systems preferred)
• Ability to work independently in a remote environment

Preferred Qualifications

• Experience as a case worker, community health worker, or social services navigator
• Familiarity with Salesforce or similar CRM platforms
• Bilingual in Spanish and English (written and spoken)

Compensation & Benefits

• Competitive hourly rate, commensurate with experience
• Comprehensive benefits package including medical, dental, and vision coverage
• Paid time off and paid holidays
• Professional development and career growth opportunities

About Upside

Upside is redefining healthcare by connecting housing stability to better health outcomes. Through our integrated platform, we partner with health plans and payers to identify members at risk of housing instability, develop individualized housing plans, secure placements, and track outcomes over time. By addressing housing as a core social determinant of health, Upside helps reduce avoidable utilization, improve member stability, and deliver measurable ROI. Headquartered in Ft. Lauderdale, Florida, with 32,000+ nationwide communities and properties in our network, Upside is the first and only housing-dedicated service combining human interaction, AI, and a managed real estate network for rapid outcomes and satisfaction.

Equal Opportunity Statement

Upside is an Equal Opportunity Employer and is committed to providing a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability, or any other protected class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.