Support Specialist

Wellist•Boston, MA

2d•Onsite

About The Position

At Wellist, we are building the support system we would want for our own loved ones. For more than a decade, we’ve helped patients, employees, and families navigate life’s most challenging moments, connecting them to the right support, from everyday needs to complex life situations. While our platform powers these connections, what truly defines Wellist is the human experience behind it. We are often connecting with people on some of the hardest days of their lives, and that sets a higher bar. Every interaction must be thoughtful, compassionate, and genuinely helpful. As a Wellbeing Specialist, you will be at the center of that experience, helping people navigate difficult moments and connect to support that makes a real difference. This is a high-performance, metrics-driven environment where we move quickly, manage multiple priorities, and hold ourselves to exceptional standards, because the people we serve deserve nothing less. Our expectation is simple: every person should feel heard, supported, and better off because they reached out. We’re looking for people who naturally go above and beyond, treating every interaction as if they were helping their own loved one.

Requirements

Exceptional written and verbal communication
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

Nice To Haves

Social services, caregiving, or community support roles
Customer support or concierge-style service
Healthcare navigation or patient support
Benefits or HR support
Hospitality or high-touch service environments

Responsibilities

Serve as a trusted guide for individuals navigating life challenges, making every interaction personal, empathetic, and supportive while operating with speed, precision, and consistency.
Support employees, patients, and family members via phone and email.
Listen carefully to understand both stated and unstated needs.
Help individuals navigate sensitive or complex situations.
Provide clear next steps and thoughtful follow-up.
Identify the best solution for each person’s situation by providing personalized recommendations from the Wellist platform, conducting custom research, contacting providers to verify availability, cost, and fit, and identifying creative solutions.
Collaborate with hospital teams and HR leaders to ensure individuals receive the help they need.
Act as a trusted representative of Wellist with client partners.
Help staff understand how Wellist can support the people they serve.
Resolve questions and remove barriers to accessing resources.
Take ownership of the outcome and ensure each person gets the support they need.
Manage multiple concurrent cases while maintaining quality, accuracy, and response times.
Handle inbound requests from members, caregivers, and partner staff, documenting intake carefully, assessing needs, and identifying resources.
Research and verify resources to ensure accuracy and availability.
Conduct outreach to introduce the program, follow up on referrals, confirm needs, and/or ensure access to resources.
Communicate clearly and thoughtfully with patients, caregivers, and partner staff, and employees across phone and written channels.
Consistently meet responsiveness metrics while maintaining a high bar for quality in every interaction.