What are the responsibilities and job description for the Support Representative position at Wellist?
Wellist is seeking a detail-oriented individual to help make life easier for our users (patients, employees, and their families). This role connects directly with users via phone and email to make sure they have all the support they need during sensitive and often challenging times. This can include things such as a dog walker for someone recovering from knee surgery, financial grants for breast cancer medical bills, support groups for caregivers, and many other areas of support.
The ideal candidate will be energized by delighting our users – going above and beyond for every person they interact with, be passionate about finding the absolute best information to make life easier for users, and be able to stay organized when managing large amounts of information and handling multiple priorities. This role will be responsible for inbound and outbound interactions with patients, employees, and families, speaking with hospital staff, HR managers, and finding, confirming, and recording helpful and appropriate resource information for users to access.
Please note this is a full-time on-site role at our office in Boston, MA (Copley Square area). Our call center is open 9am-8pm ET, so this role will also be required to flex between shifts during that timeframe.
What You Will Do
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
The ideal candidate will be energized by delighting our users – going above and beyond for every person they interact with, be passionate about finding the absolute best information to make life easier for users, and be able to stay organized when managing large amounts of information and handling multiple priorities. This role will be responsible for inbound and outbound interactions with patients, employees, and families, speaking with hospital staff, HR managers, and finding, confirming, and recording helpful and appropriate resource information for users to access.
Please note this is a full-time on-site role at our office in Boston, MA (Copley Square area). Our call center is open 9am-8pm ET, so this role will also be required to flex between shifts during that timeframe.
What You Will Do
- Provide Best-in-Class Service and Support: Provide timely, friendly, and supportive communication to patients, employees, families and hospital staff by phone, email and/or mail
- Personalize Resources Recommendations: Use Wellist's resource directory to provide customized service recommendations for each user. When required, complete additional custom resource searches to address the full breadth of user's needs.
- Act as Wellist's Representative: Serve as the face of Wellist among our client's staff (e.g., Nurses, HR Managers). Build trust and save them time by effectively answering questions, assisting with referrals, and resolving program-related concerns.
- Commitment to Confidentiality: Demonstrate a strong sense of integrity by strictly adhering to SOCII, HIPAA, and Wellist's privacy guidelines when handling sensitive patient and employee information.
- Exceptional Communication Skills: Exhibit clear and effective communication abilities, both written and verbal. Fluency in English is essential to ensure precise and accurate interactions.
- Technology Proficiency: Be comfortable with various technologies, including computer systems, data entry processes, and telephony systems. A readiness to learn and adapt to new software and programs is also crucial.
- Customer Service Experience: Bring at least two years of solid experience in a call center or customer service environment, handling both inbound and outbound calls. You should have a keen attention to detail, the ability to manage tasks independently, and a strong adherence to established processes and deliverables.
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 and families.
- Outstanding benefits - excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and 401k contribution
- Opportunities to develop your career - expand your resume with a healthcare startup!
