Member Activation Specialist- Inbound

Wellthy

1d • $20 - $25 • Remote

About The Position

At Wellthy, we are dedicated to building a world where everyone has the care infrastructure they need to manage their health and the health of their loved ones. We are reimagining care delivery and support for families globally. As we expand, we are seeking collaborative, curious, and purpose-driven individuals to join our team. Our approach combines the expertise of seasoned care professionals with agile, tech-powered solutions, leveraging emerging technologies like AI to enhance efficiency and impact. Wellthy provides millions of families with support for caregiving at every life stage. Through the acquisition of Patch Caregiving, we now offer integrated care navigation, coordination, and on-site/near-site employer-based childcare, creating a comprehensive care experience. We partner with over 40 Fortune 500 companies and health plans to support their workforces and members. We are looking for responsive, collaborative, curious, and purposeful colleagues to help us build and evolve the care market category.

As a Member Activation Specialist-Inbound, your primary role is to resolve member questions and issues across phone, chat, and email with speed, warmth, and accuracy. You will handle everything from password resets to complex care questions. A key aspect of this role is to apply an "activation lens" to interactions, identifying opportunities to open care projects, add family members to accounts, book Back Up Care sessions, or connect members to a Care Coordinator. This proactive approach aims to strengthen how members utilize Wellthy services. Beyond individual interactions, you will contribute process-level insights by identifying patterns and making recommendations to improve team activation outcomes. You will report directly to the Director of Member Growth and Activation.

Requirements

• Open to learning, experimenting, and evolving.
• Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.
• Work experience in customer service or administration, preferably within a healthcare, benefits, or care-related field.
• High school diploma or equivalent required.
• Experience handling higher-complexity member issues or supporting escalations is preferred.
• Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus.
• Comfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the same.
• Availability during early EST hours or late PST hours is a plus, given our 8:00 AM–10:00 PM ET coverage window.
• Proficiency in more than one language is a plus.
• Proficiency with macOS systems, GSuite, Slack, and 1Password, customer support and help desk ticketing systems (Zendesk, Intercom, or the like).
• Must have a strong internet connection, quiet space to take calls and a professional (distraction-free) environment for remote work.
• Must work in a private, dedicated, distraction-free space suitable to safely and securely accommodate sensitive information.

Nice To Haves

• Experience within a healthcare, benefits, or care-related field.
• Experience handling higher-complexity member issues or supporting escalations.
• Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing.
• Availability during early EST hours or late PST hours.
• Proficiency in more than one language.
• Curiosity around how tools like AI can support your workflow or help families more effectively.

Responsibilities

• Resolve member questions and issues across phone, chat, and email quickly, warmly, and accurately.
• Apply an activation lens to interactions, identifying opportunities to open care projects, add partners/spouses, book Back Up Care sessions, or connect members to a Care Coordinator.
• Contribute process-level insights by connecting patterns into recommendations that improve activation outcomes across the team.
• Ensure every member interaction is positive and effective, taking ownership of issues and resolving them with a high standard of support.
• Provide warmth, empathy, and clear guidance to members across communication channels, navigating inquiries with confidence and urgency.
• Assess the urgency of member needs, addressing complex or time-sensitive issues promptly and with independence.
• Identify trends or moments where proactive follow-up prevents downstream issues, enhances clarity for members, or surfaces an activation opportunity for the team.
• Own the tracking and resolution of member-related issues, ensuring adherence to established processes and timelines, and identifying areas for process improvement and efficiency.
• Serve as a key resource for cross-departmental collaboration, ensuring smooth handoffs and efficient issue resolution.
• Actively support peers by sharing knowledge and best practices, mentoring Level I specialists, and contributing to team growth and development.
• Identify and assess situations requiring Incident Response, and own the escalation process to ensure issues are addressed efficiently.
• Bring forward insights from day-to-day work that help improve workflows, tools, scripts, and knowledge articles.
• Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes.

Benefits

• Medical, dental and vision benefits within 30 days of hire.
• Retirement saving account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days).
• Sick and Caregiving Days.
• Professional development initiatives for growth.
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED