Customer Care Associate

Welldoc®, a digital health leader revolutionizing cardiometabolic care, is integrating personalized, real-time and actionable insights into the daily lives of individuals living with cardiometabolic conditions, enabling improved health and outcomes. Welldoc’s comprehensive digital health platform provides AI-powered digital coaching across pre-diabetes, diabetes, hypertension, heart failure and weight and obesity management, with integrated mental wellbeing and sleep support. Welldoc’s flagship product, BlueStar®, is an FDA-cleared digital health solution that guides individuals through the complicated journey of living with diabetes by enabling them to self-manage their care while enhancing connections to their healthcare team. These capabilities are now integrated into the Welldoc platform, providing comprehensive and flexible support across conditions. Welldoc partners with health plans, health systems and employers with the goal of extending care, improving health and reducing costs. The company has achieved 11 510(k) clearances for diabetes functionality within its digital health platform, and an IP portfolio of 40 patents for its advanced AI and first-in-class tech. With over 75 clinical publications, Welldoc has also built an extensive library of clinical research, including many publications focused on the value of combining CGM with AI-powered digital health solutions. Welldoc is a thought leader in the evolving world of AI powered digital health and has been showcased in prestigious conferences and publications, including South by Southwest, Wall Street Journal and the Economist. Welldoc has been named the “Best Overall Digital Health Company” by MedTech Breakthrough. The company recently received the 2024 Innovation Award and was a finalist for the AI Excellence Award from Business Intelligence Group.

For more information, visit https://welldoc.com/. Follow us on LinkedIn and Twitter.

At Welldoc, we are focused on transforming healthcare by creating an environment that fosters collaboration, learning, and innovation. We value the personalities and experiences of every one of our team members, giving everyone the opportunity to thrive as we make our mission a reality. Welldoc has been certified as a Great Place to Work for the last 3 years.  If you are inspired by innovation and the power of cutting-edge science to help individuals live healthier lives, we would love to hear from you!

*Welldoc® Diabetes and Welldoc Diabetes Rx is an FDA-cleared medical device, intended for use by healthcare providers and their adult patients with type 1 or type 2 diabetes. For full labeling information, visit www.welldoc.com. The other Welldoc App products are non-FDA-cleared and intended to promote general wellness and education/self-management of various chronic disease states.

Job Purpose

The mobile health industry is one of the fastest growing sectors of healthcare, where medical devices, telecommunications, IT, and disease management intersect to deliver coordinated care and value in ways never before envisioned.

Responsibilities

** This is a contract position that will likely last three to four months with the possibility to extend for the right candidate.

As a Customer Care Associate, you will apply your expertise in best-in-class Customer Care experience to support users of Welldoc’s products. You will be expected to help the Company deliver best-in-class quality customer service to both patients and healthcare providers in a friendly and compassionate way. In this role your responsibilities in this exciting role will include:

• Providing exceptional customer service support to internal and external customers; resolving any customer requests in a timely and accurate manner; escalates complaints accordingly
• Handling outbound communications with key stakeholders (i.e. patients, care coordinators, provider representatives etc.) as necessary
• Effectively utilizing various means of data collection, including but not limited to phone and online methods
• Detailed documentation of notes to the designated system or platform of any inbound and outbound communications conducted
• Identifying and reporting any product support and/or trends/delays to management
• Working on problems of moderate scope where analysis of data requires a review of a variety of factors and exercises judgment within defined standard operating procedures to determine appropriate action
• Performing other related duties as assigned (i.e. assisting other departments, projects etc.)
  

 Required Skills & Experience 

• Two (2) years of experience directly related to the work to be performed; progressive responsibility preferred
• Experience providing product technical support in a call center environment preferred
• Ability to proficiently use Microsoft Excel, Word and Gmail
• Ability to communicate effectively both orally and in writing
• Ability to build productive internal/external working relationships
• Has a basic understanding of the pharmaceutical/medical device/digital health industry
• Strong understanding of Mobile applications and devices
• Strong interpersonal and customer service skills
• Strong organizational skills; attention to detail
• Experience working in a team-oriented, collaborative, fast-paced environment
• Must be adaptive to be comfortable in a changing organizational dynamic
• Positive, can-do attitude
• Bi-lingual in English/Spanish preferred

WellDoc operates in ISO 13485 and MDSAP regulated and HITRUST compliant environments. Therefore, it is expected that all employees will have either prior experience working in those environments or, will be trained to understand the requirements needed to work and support those requirements and culture as they relate to individual roles and responsibilities.

Required Education 

• High School Diploma or equivalent
• Preferred: BA/BS degree in healthcare administration, business administration, information systems, IT related degree or Technical                                   

Compensation

The anticipated salary range for this position is between $20-25/hour.

Upon receipt of a conditional offer of employment, you may be required to complete and clear a multi-panel drug screening process.  This screening is in connection with requirements set by certain of the Company’s customers, with which you may be working in this role, and will at all times be administered all applicable laws. 

Salary : $20 - $25