Job details
Job type full-time
Full job description
Position title: spanish-speaking health & wellness guide (member services support) - `well guide`
Reports to: well advisor (member services supervisor)
Location: chapel hill, nc*
Start date: january 2022, with interviews beginning late october/early november 2021
About the company:
The mission of well (https://www.well.co) is to transform healthcare through our unique impact to our members` health and happinessWe do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior changeOur 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 membersIn addition to our product, we know our team makes us uniqueWe`re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employeesTo learn more about working and growing at well, check us out: https://www/well.co/careers).
Note that all new hires at well are required to adhere to our covid vaccination requirement policy to keep our team, their families and our communities safe and healthy.
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 healthAt well, our members are at the core of everything we doOur 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 membersThis role requires a team player with an entrepreneurial spirit and a can do attitudeNo request from our members is too smallSimply stated, we are here to serve them and help them achieve their best health, and you are here to engage them and exceed their expectationsAs 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 systemYou 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:
Bilingual (spanish / english) required
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
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 in chapel hill, ncWhile we are working remotely for now, we plan to get back to our fun, collaborative, in-office work culture when this is safer for our team members.
Additional job information
Well is on a mission to redefine the healthcare experienceThis is an opportunity to re-shape healthcare for americaWe are developing solutions to improve the quality and affordability of healthcareWe welcome team members who are passionate about that missionWe 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.
