[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 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