Hiring Manager:Medical Operations Lead
Job Title: MedOps Specialist
Job Type W2
Location: Remote
Who We Are
Join our team and help transform lives by delivering life-changing treatments and exceptional care. We offer a collaborative environment with competitive compensation, professional growth opportunities, and a mission-driven focus on maximizing value for both our business and customers. With a goal-centric culture that encourages risk-taking, self-empowerment, and transparency, you'll thrive in a fast-paced setting where making an impact is key.
Our Mission
We are on a mission to tackle America's metabolic health crisis by educating the public on its challenges and offering safe, science-backed treatments. With over 80 million Americans affected and $600 billion in annual medical costs attributed to metabolic disorders, we provide accessible solutions that empower people to improve their health and maintain lasting results. Our goal is simple: transform lives through education and effective, outcomes-driven care.
About The Role
Eden Health is looking for a MedOps Specialist to join the Telehealth Operations team. This role is responsible for managing and resolving pending orders, with a primary focus on failed payments and member follow-up workflows. You will play a critical role in ensuring orders move efficiently from pending to processing with the pharmacy while maintaining a high-quality member experience.
This is a hands-on, execution-focused role. You will work within daily operational queues, support members directly, and partner with internal teams such as MX, Bask, and pharmacy partners to resolve issues and keep order flow moving.
Why This Role Exists
As Eden continues to scale, the volume of pending orders and payment-related issues has increased. Failed payments remain one of the largest drivers of delays in order flow. This role exists to ensure these orders are actively managed, resolved quickly, and accurately tracked.
By owning this workflow, the MedOps Specialist directly reduces pendings, improves order conversion to pharmacy, and supports overall operational efficiency and member satisfaction.
Your Responsibilities

• Pending Orders & Failed Payments Ownership 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.
• Payment Issue Resolution & Escalations 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.
• Member Communication & Support 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.
• MedOps Follow-Up Tickets 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.
• Documentation & Reporting 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.
• Collaboration & Team Support 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.
Success Metrics

• Success in this role is measured by operational execution and accuracy:
• Touch Rate: 100% of failed payments reviewed within 24 business hours Resolution Rate: greater than or equal to 90% resolved or escalated within 5 business days Pending Reduction: Contribution to lowering overall pending percentage Order Conversion: Increased rate of orders moving to Sent to Pharmacy Documentation Accuracy: Complete and accurate tracking across systems
  

Qualifications
What You Bring to Eden
Required

• 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
  

Preferred Experience

• 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
  

What Success Looks Like
First 30 Days

• Understand MedOps workflows, SOPs, and daily reporting structure
• Begin working failed payment queue with support
• Learn outreach cadence and documentation standards
  

First 90 Days

• Independently own failed payment queue and daily touchpoints
• Consistently meet 100% touch rate expectations
• Accurately document and manage escalations
  

First 6 Months

• Fully own payment-related pendings with minimal oversight
• Contribute to reducing overall pendings and improving order flow
• Identify trends and suggest improvements to workflows and processes
  

Compensation And Benefits
Compensation details to be confirmed by HR. Eden Health offers a competitive salary, equity, comprehensive health benefits, and a remote-first work environment.
Housekeeping
Eden is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Eden brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn.
Compensation at Eden will be determined by skills, experience, and geographic location. Eden has identified the expected annual base salary range for this role:$23/hr
At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews coupled with your experience, location, and other job-related factors to determine final compensation.
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