Support Lead Member Specialist (Remote)

Overview

Wellth is a fast-growing digital health startup headquartered in Los Angeles, CA. Our mission is to help people living with chronic conditions make healthier choices, every day. 

Chronic disease is one of the largest challenges facing our nation. This challenge is largely created due to patient non-adherence to medications and care plans. Specifically, only ~50% of people with chronic conditions follow their care plan as prescribed. This creates enormous health and economic burdens on individuals, families, and communities that are largely preventable. 

Our platform deploys evidence-based interventions from behavioral economics through a mobile app which dramatically improves patient adherence, health outcomes, and costs of care. Wellth is at the forefront of designing powerful new tools rooted in behavioral science to deliver value to our customers, healthcare providers, and insurers.

Behavioral Economics is at the heart of what we do. If you are a fan of books like Nudge, Freakonomics, and Predictably Irrational and were as excited as us when a Nobel Prize went to a professor of behavioral economics, then this is the place for you! 

Help us build and scale a platform that is helping hundreds of patients manage their care plans and improve their health. Visit us at www.wellthapp.com for more information.

Description

This is an opportunity to join a fast-growing digital health startup aimed at improving people’s lives and health. If you’re goal oriented, energetic, a self-starter, and thrive on empowering your growth as well as others’ in a team setting: this is a great role for you.

Role Summary

As a Lead Member Support Specialist, you will be the first point of contact for Member Support Specialists (MSS) in order to resolve questions around protocols and processes and gradually start to take on light management and training responsibilities. You will have been trained on all aspects of the MSS role and have a full understanding of all MSS processes/protocols.  Additionally, you will help the Member Support Operations (MSO) manager with any processes to ensure the operational health of our MSS teams. You will continue to perform some reactive support and conduct proactive intervention processes for members and help them achieve success on the Wellth Rewards Program (WRP) as a key part of your job responsibility, although not at the volume as an MSS. The role comes with the opportunity to grow leadership and technical skills to equip you to succeed in the tech space. 

Key Areas of Responsibility

• Help answer questions about protocols and unique member situations to help guide and grow team knowledge

• Assist with training new hires and existing agents on new or existing protocols

• Assist the Member Support Operations manager with several workflows such as distribution of requests coming in from other teams across the company

• Coordinate day to day schedule changes to accommodate volumes across different workflows

• Making sure all workflows are complete by the end of the day including any inbound support that comes in prior to the close of business hours

• Assist in coordination of intern tasks as applicable to member support while providing a learning/growth environment

Education and Experience

• Experience working in a startup environment and/or health related field

• Ability to adapt to a quickly changing environment

• Extremely strong communication skills, verbal and written, ability to communicate complex processes in a simple and easy to understand manner

• Excellent customer service skills

• Very strong time management skills

• Positive attitude and sensitive to member needs, extremely empathetic and patient

• Tech savvy, esp. familiarity with Android and iOS mobile technology and digital tools (ex: CRMs)

• Self-motivated and goal oriented

• High degree of professionalism and collaborative attitude

• Ability to problem solve effectively 

• High degree of attention to detail

Some of the great perks of working at Wellth

• Be a part of the solution that is helping to fix all aspects of healthcare (from provider to payer to most importantly, the person seeking care). 

• Generous paid time off

• Competitive salary & commission structure 

• Health, dental, vision insurance along with FSA/HSA plans

• The ability to have a positive impact on people who need it most

• The support of a highly dedicated team focused on building the future of healthcare

Wellth is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We are unable to sponsor visas.