Patient Support Specialist

Wellist•Boston, MA

9d•Onsite

About The Position

Wellist is hiring a Wellbeing Specialist to provide compassionate, personalized support to patients, family members, caregivers, and partner staff. The role helps people navigate difficult or sensitive life situations and connect with appropriate support through the Wellist platform, custom research, and outreach to providers. The specialist is expected to take ownership of each case and help ensure individuals can access resources that fit their needs. This is a fast-paced, high-accountability, metrics-driven role requiring the ability to manage concurrent cases while maintaining accuracy, quality, and responsiveness. Support is delivered through phone and email, with clear documentation, thoughtful follow-up, and collaboration with hospital teams and HR leaders. The position is onsite in Boston, Massachusetts.

Requirements

Exceptional written and verbal communication skills.
Emotional intelligence and empathy.
Strong research and problem-solving ability.
Attention to detail and organization.
Comfort learning new technology platforms.
Commitment to privacy, confidentiality, and integrity.
Ability to manage multiple priorities and concurrent cases without losing quality.
Ability to work effectively in a fast-paced, high-accountability, metrics-driven environment.
Calm, steady, and empathetic approach in emotionally sensitive situations.
Strong follow-through and commitment to solving the full problem.

Nice To Haves

Experience in social services, caregiving, or community support.
Experience in customer support or concierge-style service.
Experience in healthcare navigation or patient support.
Experience in benefits or HR support.
Experience in hospitality or other high-touch service environments.

Responsibilities

Support patients and family members by phone and email.
Listen carefully to identify stated and unstated needs, including in sensitive or complex situations.
Provide clear next steps and thoughtful follow-up.
Make personalized recommendations using the Wellist platform.
Conduct custom research when additional support is needed.
Contact providers to verify resource availability, cost, and fit.
Identify creative solutions that address each person's challenge.
Represent Wellist to client partners, including hospital teams and HR leaders.
Help partner staff understand how Wellist can support the people they serve.
Resolve questions and remove barriers to accessing resources.
Manage multiple concurrent cases while maintaining quality, accuracy, and response times.
Handle inbound requests from members, caregivers, and partner staff; document intake, assess needs, and identify resources.
Research and verify resources for accuracy and availability.
Conduct outreach to introduce the program, follow up on referrals, confirm needs, and help ensure access to resources.
Communicate clearly and thoughtfully across phone and written channels.
Meet responsiveness metrics while maintaining a high standard of quality.