Member Support Specialist, Escalations & Grievances

About us:
Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs.
Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money.
Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases.
At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment:
👥 Customer First - You start with the member and work backwards.
🚀 Make It Happen - You act with urgency, use data, and hold high standards.
🤝 One Team - You collaborate with respect and commit as a group.
Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.
About the role:
This role serves as the final point of contact for complex member issues, including health plan grievances, RD grievances, and advanced member account support and food benefits escalations. This individual is responsible for resolving highly sensitive situations that require strong judgment, cross-functional coordination, and nuanced communication with members, health plans, and internal stakeholders.
The ideal candidate brings advanced critical thinking, emotional intelligence, and the ability to tackle advanced issues while ensuring members and RDs feel heard, supported, and respected.
You will:Escalations & Grievance Management
Own and resolve high-priority, complex, or sensitive member escalations end-to-end
Own all escalations and grievances relating to RDs end to end, and collaborate with the Clinical Operations team to manage and document these effectively
Investigate RD reports of member behavior and safety concerns
Serve as the “last line” point of contact for unresolved member concerns in their scope
Investigate escalated or complex member and internal requests relating to member profile and food benefit issues
Ensure timely, compliant, and well-documented resolution of all escalations
Cross-Functional & External Communication
Communicate professionally and clearly with health plans, providers, and external partners
Adapt communication style based on audience (members, executives, clinical and member support teams, partners)
Translate complex issues into actionable insights for internal stakeholders
Manage and escalate benefit and account issues to the engineering and product team, and manage ongoing requests and projects with these groups
De-escalation & Member Experience
Lead de-escalation efforts with empathy, professionalism, and control
Maintain communication standards by monitoring the quality of communication around benefit programs and account issues between member support and members
Ensure internal and external resources outlining benefits programs are current and accurate
Judgment & Decision-Making
Make independent, high-stakes decisions within established guidelines
Identify when to escalate issues further vs. resolve directly
Recognize patterns and recommend improvements to reduce future escalations
You are:
Advanced Critical Thinker: Ability to assess complex, ambiguous situations and determine the best course of action
Agile in Communication: Strong written and verbal communication skills with the ability to tailor tone and messaging across audiences
Sound Judgment: Trusted to make decisions on sensitive accommodation and escalation cases
De-escalation & Mediation Minded: Proven ability to manage high-emotion interactions and drive resolution
Empathetic with Authority: Can create a supportive experience while maintaining control and direction of the conversation
Detail Orientated: Strong documentation and compliance mindset, especially with sensitive or regulated processes
Technically Proficient: Established acumen for technically intricate situations, and capable of communicating effectively with product and engineering teams .
You have:
Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload
A completely private, secure, and quiet workspace
1–3+ years in member/patient support, escalations, grievances, or case management
Experience working with health plans, healthcare systems, or regulated environments preferred
Demonstrated experience handling complex escalations or complaint resolution
Experience working in technically complex roles
Success in this role looks like:
Complex escalations are resolved efficiently and thoughtfully
Members and RDs feel heard and supported—even in difficult situations
Health plan and partner communications are clear, professional, and effective
Trends in escalations are identified and fed back to improve the overall member experience
Emerging product and engineering issues are escalated in a timely manner, and ongoing issues are contributed to and closely monitored.
About our benefits and perks:
✅ Remote-First Company
✅ Unlimited PTO
✅ Flexible & remote location
✅ Healthcare Coverage (Medical, Dental, Vision)
✅ 401k & bonus
✅ Registered Dietitian Sessions
Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Role: Member Support Specialist, Escalations & Grievances
Location: Remote, USA
Base Salary Range: $40,000 - 46,000 + potential $8,000 annual bonus
Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.

Work arrangement
Yes