Well Guide (Member Services Support) - November 2022

Position Title: Well Guide (Member Services / Customer Support)

Reports to: Well Advisor (Member Services Supervisor)

Location: Chapel Hill, NC 

Start Date: November 2022, with interviews beginning Summer/Fall 2022

About the Company:

The mission of Well (https://www.well.co) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.

Note that all new hires at Well are required to adhere to the COVID Vaccination Requirement Policy.

About the Team:

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health.  At Well, our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! 

About the Role:

We’re looking for a dynamic and collaborative Well Guide (Member Services Support) with a passion for health and wellness who is dedicated to delivering world class experiences for our members. This role requires a team player with an entrepreneurial spirit and a can do attitude.  No request from our members is too small. Simply stated, we are here to serve them and help them achieve their best health, and you are here to engage them and exceed their expectations. As a Well Guide, you will be part of a diverse team focused on ensuring our members have a smooth and positive interaction with Well, answering questions related to medical benefits, coaching our members to set and obtain their health goals, and helping them navigate the healthcare system.  You will report to a Well Advisor (Member Services Supervisor) and be a valuable part of the dynamic, member-first and collaborative culture of the Well team.

Life of a Well Guide:

• Participate in an initial onboarding process that sets you up for success as a front line team member and provides you with career-enhancing professional skills
• Work towards building sustained and meaningful relationships between members and Well via multiple communication channels (e.g., phone, email, and chat) 
• Become a subject matter expert and coach in helping members navigate healthcare and set and achieve their own health and wellness goals.
• Coach our members through various activities that drive engagement and optimal health outcomes for our members.
• Collaborate with other team members, including nurses and other specialists as needed to address a members need. 
• Take personal responsibility for keeping all Well systems and data, including sensitive member data, secure and safe, according to Well data and security policies and HIPAA guidelines.
  

About You:

• Collaboration and inclusivity is in your DNA
• Bachelor’s Degree or relevant combination of work experience required
• 4+ years of customer experience preferred but not required
• Bilingual (Spanish / English) preferred but not required
• You are passionate about health and wellness
• You are dedicated to delivering a world-class member experience
• Excellent verbal and written communication skills with a positive, empathetic, genuine and professional communication style
• You are a team player - you’ve demonstrated an ability and passion for collaborating with others to achieve goals
• You are hungry to see the world through someone else’s perspective and can put yourself in their shoes
• You can quickly and thoroughly solve problems
• You are adaptable and thrive in a coaching environment 
• You find value in opportunities where you are able to learn and grow
• Nothing excites you more than having fun while crushing your to-do-list
• You are curious in nature and want to ask the right questions to build meaningful relationship
• You have experience in navigating computer systems like g-suite / Ticketing / CRM systems

Location Specifications

• This role is located on-site in Chapel Hill, NC.

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission.  We embrace diversity and are committed to building an inclusive team. 

Applicants must be currently authorized to work in the United States on a full-time basis.

Applicants will be expected to report to offices in Chapel Hill on regular basis