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
Eden a wellness and lifestyle brand focused on modern consumer solutions. It was founded in 2023, and is headquartered in Michigan, North Dakota, USA, with a workforce of 51-200 employees. Its website is https://www.tryeden.com/.