Part Time Backup Care Support Specialist

Wellthy

6d • $19 - $22 • Remote

About The Position

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones. We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As our Part-Time Backup Care Support Specialist, your primary responsibility is to deliver a delightful, responsive experience to Wellthy members navigating Back Up Care (BUC) — from booking a care event to resolving questions about reimbursement, providers, and platform issues. You are the first line of support for BUC-related inquiries across email, phone, live chat, and Intercom, and you're equipped with the access, knowledge, and tools to resolve most member and caregiver questions directly. You are not responsible for care sourcing or coordination — that work belongs to our Back Up Care Specialists. Your role is to triage, inform, and resolve what you can using available systems and knowledge resources, and to escalate promptly and clearly to a BUC Specialist when a situation requires active care sourcing, provider negotiation, or specialist judgment (e.g., urgent same-day dispatch, complex policy edge cases, or unresolved caregiver network issues). Your success will be measured by first-contact resolution rate, response time, member and caregiver satisfaction, and the quality and appropriateness of your escalations. You'll also help surface recurring pain points — reimbursement delays, platform bugs, policy confusion — back to leadership so we can fix root causes, not just symptoms. You will report directly to the Backup Care Manager.

Requirements

• Experience with front-line customer/member support, ideally in healthcare, caregiving, or benefits administration
• Experience supporting or working knowledge of employee benefit programs and familiar with navigating program details like day usage rules, reimbursement process, eligibility checks, and provider network basics
• Ability to distinguish between issues resolvable with available access/tools and those requiring escalation, and to make that judgment call quickly
• Strong real-time problem-solving skills with the ability to meet SLAs, especially for urgent/same-day care situations
• Familiarity with Intercom, Zendesk, or similar support/ticketing platforms
• Strong communication and empathy skills, particularly for de-escalating frustrated members and caregivers
• Comfort navigating policy nuance and referencing edge-case decision trees or knowledge base tools rather than guessing
• Technical competency and curiosity about how AI and other tools can support faster, more accurate resolution
• 1-3 years in front-line member support, customer service, or administrative experience
• Work experience in healthcare, caregiving, benefits administration, or a related field preferred
• Associate degree or equivalent required
• Remote work experience
• Proficiency with macOS systems, GSuite, Slack, Zoom, 1Password, and Intercom
• Comfort with emerging technology and curiosity about how AI tools can support faster, more accurate member resolution
• To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.
• Work from a private, dedicated, distraction-free space.

Nice To Haves

• Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.

Responsibilities

• Own front-line resolution of reimbursement status, denial, and payment-timing questions for both members and caregivers.
• Triage general BUC status and care event questions; immediately escalate urgent same-day/next-day needs and caregiver no-shows to the on-call BUC Specialist.
• Resolve day-usage/wallet/account platform issues and confidently answer common policy and taxability questions using available knowledge tools.
• Provide provider vetting status updates, de-escalate quality/fit complaints, and escalate anything requiring sourcing, coordination, or specialist judgment to a BUC Specialist.
• Maintain clean Intercom tagging and clear internal notes so escalations to BUC Specialists are fast and well-documented.
• Contribute to monthly analytical reviews of BUC-related member support volume, resolution rate, and escalation patterns.
• Participate in regular syncs with the BUC team to review recurring issues, policy changes, and platform updates.
• Surface patterns in member/caregiver issues (e.g., recurring platform bugs, confusing policy areas) to inform process or product fixes.

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: Part-time
• Career Level: Entry Level
• Education Level: Associate degree