Part-Time Member Activation Specialist – Inbound

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $20 - $25 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

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Wellthy

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

💰 $25.5M Venture Round on 2023-05

Healthcare • Healthcare Insurance • Wellness

Wellthy is a company that provides personalized care solutions aimed at helping families, employees, employers, and health plans manage various caregiving needs. They offer dedicated support from a team of experts in social work, patient advocacy, nursing, and more, helping families navigate complex healthcare systems, manage care needs across various life stages—from family planning and childcare to aging, dementia, and end-of-life care. Wellthy leverages both human expertise and technology to achieve better mental health outcomes, increase productivity, and reduce employee leave for their clients. They focus on delivering a supportive care experience and achieving a high return on investment for employers by assisting with caregiving tasks and supporting family caregivers through various tools and community resources.

📋 Description

• Resolve member questions and issues across phone, chat, and email • Provide warm, empathetic, clear, and urgent support across communication channels • Assess and independently address complex or time-sensitive member needs • Recognize activation opportunities to set up accounts, add partners or spouses, open care projects, add care recipients, book Back Up Care sessions, or connect members to Care Coordinators • Coach Level I specialists on activation opportunities • Identify trends and proactive follow-up opportunities • Track and resolve member-related issues according to established processes and timelines • Identify process improvements and efficiency opportunities • Collaborate across departments to ensure smooth handoffs and efficient issue resolution • Share knowledge and best practices, mentor Level I specialists, and contribute to team development • Identify situations requiring Incident Response and own escalations • Provide insights to improve workflows, tools, scripts, and knowledge articles • Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes • Report directly to the Director of Member Growth and Activation

🎯 Requirements

• Work experience in customer service or administration • High school diploma or equivalent required • Experience handling higher-complexity member issues or supporting escalations is preferred • Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus • Comfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the same • Part-Time Availability during early EST hours or late PST hours is a plus, given the 8:00AM–10:00PM ET coverage window • Proficiency in more than one language is a plus • Proficiency with macOS systems, GSuite, Slack, and 1Password • Proficiency with customer support and help desk ticketing systems (Zendesk, Intercom, or the like) • Open to learning, experimenting, and evolving; comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus • Strong internet connection, quiet space to take calls, and a professional distraction-free environment required for remote work • Private, secure internet and phone access • Private, dedicated, distraction-free workspace suitable for handling sensitive information

🏖️ Benefits

• Remote work environment • Part-Time Hours

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