Customer Service Lead

Wellist is seeking a mission-driven Customer Service Lead to help make life easier for patients, employees, and their families. This role will be responsible for managing the day-to-day operations and success of the Support team, including managing end-user and patient and employee satisfaction metrics. Our ideal candidate will serve as a player/coach, both managing the team and connecting directly with users via phone and email to provide support during sensitive and often challenging times in their healthcare journey. 

This Customer Service Lead will be passionate about improving user’s lives and supporting the development of their team. This role will be responsible for outreach to patients, employees, and families, speaking with hospital staff, and finding, confirming, and recording helpful and appropriate resource information for patients and employees to access. 

What You Will Do

• Responsible for ensuring the support operations meet contracted client performance indicators, including but not limited to inquiry turnaround time and call center answer rate
• Evaluates effectiveness of support team members based on performance indicators, including but not limited to call answer rate and handle time, inquiry response time, and handle time per inquiry/resource need; provides guidance and support to direct reports to improve performance indicators
• Provide timely, friendly, and supportive outreach to patients, employees, families and hospital staff by phone, email and/or mail.
• Create and share personalized support lists for patients, employees, and families utilizing Wellist’s directory of nonmedical resources 
• Ability to travel 3-4 days per month to client sites in New Haven, CT required 
• Hire, onboard, and train support team members as needed 

What You Bring to Wellist

• Player/coach mentality: Eager to both manage performance of the team and contribute directly to Wellist’s end user experience by communicating with patients and employees via email and the phone 
• Management experience: At least two years experience managing call center operations and employees, ideally in a lean, scrappy environment 
• Confidentiality and discretion: Integrity and adherence to HIPAA guidelines in managing patient and employee information 
• Strong communication skills: Both written and verbal; ability to manage employees both in-person and remotely 
• Technical competencies: Computer skills, attention to detail, adherence to processes, data entry and a minimum four years of strong call center experience (inbound and outbound)

Wellist Culture Competencies

• Refreshing: Brings upbeat “can-do” attitude and creative new ideas to help make life easier for our users, customers, partners and colleagues
• Empathetic: Understands others’ experiences and emotions. Acts with kindness, compassion and respect
• Empowering: Takes accountability for helping others succeed. Coaches and develops others at all levels of the organization
• Trustworthy: Does what is right. Speaks truthfully and acts with integrity. Follows through on commitments
• Adaptable: Flexible. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change

About Wellist

Wellist is a mission-driven digital health company that provides effective consumer navigation at scale.  Wellist has historically served patients and care teams at leading health systems (e.g. Yale New Haven Health, HCA) and in 2022 expanded its offerings to support different types of employers. Our employer solution, WellistCARES, provides an omnichannel benefit front door that increases strategic engagement across the benefits portfolio and meaningfully reduces cost.

Wellist’s outstanding contributions have been recognized by organizations including MassTLC (Most Innovative Technology of the Year – Healthcare), Rock Health (Top 50 in Digital Health honoree, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie – Health Products and Service) and BostInno (50onFire, Health and Medicine winner).

Why work here

• A meaningful mission - join a team that makes a difference for patients, employees, and families.
• Outstanding benefits - excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a generous parental leave policy.
• Opportunities to develop your career - expand your resume with a Series A stage healthcare startup.