[Remote] MedOps Specialist

Note: The job is a remote job and is open to candidates in USA. Eden is a company focused on transforming lives by delivering life-changing treatments and exceptional care. They are seeking a MedOps Specialist to manage and resolve pending orders, particularly related to failed payments and member follow-up workflows, ensuring efficient order processing and a high-quality member experience.

Responsibilities

• Own the Failed Payment queue across all assigned pharmacies
• Review and take action on all new failed payment orders within 24 business hours
• Retry payments, update orders, and guide members to resolve payment issues
• Ensure orders are moved to Sent to Pharmacy once payment is successful
• Maintain strict outreach cadence and avoid duplicate communication
• Identify the root cause of payment failures including member, bank, or system issues
• Escalate disputes and refunds when required
• Escalate recurring or systemic issues to Bask support with clear documentation
• Track and manage escalations through resolution
• Conduct outreach to members to resolve payment issues and unblock orders
• Provide clear, timely, and supportive communication
• Follow structured touchpoint cadence until resolution or cancellation
• Support a seamless and positive member experience throughout the process
• Work MedOps follow-up tickets daily
• Resolve member requests, answer questions, and address order-related issues
• Partner with internal teams to ensure timely resolution of tickets
• Balance ticket work alongside queue ownership and daily priorities
• Log all actions, outreach, and outcomes in shared MedOps tracking systems
• Maintain accurate status updates and color coding within spreadsheets
• Contribute to Daily PharmMedOps Notes and reporting
• Identify trends and flag recurring issues to leadership
• Support team members during high-volume periods or workload surges
• Assist with additional pendings or operational needs as required
• Maintain responsiveness across Slack and company email
• Collaborate cross-functionally to resolve issues and improve workflows

Skills

• Strong attention to detail and ability to manage high-volume workflows
• Ability to prioritize tasks and work efficiently under time pressure
• Clear written communication skills for member outreach
• Experience working with spreadsheets and operational tracking tools
• Ability to follow SOPs and make sound decisions within defined workflows
• Team-oriented mindset with willingness to support broader operational needs
• Experience in telehealth, medical operations, or customer support
• Experience handling payment-related issues or order management workflows
• Familiarity with Slack, Google Sheets, and SOP-driven environments

Benefits

• Equity
• Comprehensive health benefits
• Remote-first work environment

Company Overview