Patient Support Specialist

Wellist • Boston, MA

1d • Onsite

About The Position

The Wellbeing Specialist provides high-touch, compassionate support to patients, family members, caregivers, and partner staff as they navigate challenging circumstances. The role involves understanding each person’s needs, connecting them with appropriate support through Wellist’s platform, and conducting custom research when needed to identify solutions that fit their situation. Specialists verify providers’ availability, cost, and fit, provide clear next steps, and follow through to help ensure people can access resources.

The position also works with hospital teams and HR leaders, representing Wellist to client partners, helping staff understand the program, and resolving barriers to access. The work is fast-paced and metrics-driven, requiring specialists to manage concurrent cases, document intake carefully, meet responsiveness expectations, and maintain accuracy and quality across phone and written communications. The role is based onsite in Boston, Massachusetts.

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.
• Ability to prioritize and manage multiple concurrent cases while maintaining quality and accuracy.
• Ability to work effectively in a fast-paced, high-accountability, metrics-driven environment.

Nice To Haves

• Experience in social services, caregiving, or community support roles.
• 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 high-touch service environments.

Responsibilities

• Support patients and family members by phone and email.
• Listen for stated and unstated needs and help people navigate sensitive or complex situations.
• Provide clear next steps and thoughtful follow-up.
• Offer personalized recommendations from the Wellist platform.
• Conduct custom research when additional support is needed.
• Contact providers to verify availability, cost, and fit.
• Identify creative solutions that address each person’s situation.
• Represent Wellist with client partners and help hospital and HR staff understand how the program 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.
• Conduct outreach to introduce the program, follow up on referrals, confirm needs, and help ensure access to resources.
• Communicate with patients, caregivers, and partner staff across phone and written channels.
• Meet responsiveness metrics while maintaining high-quality interactions.

Benefits

• Excellent medical, dental, and life insurance.
• Generous PTO and parental leave.
• Opportunity to help define how a Series A digital health startup scales with enterprise clients.
• Award-winning culture recognized by Fast Company, MassTLC, Rock Health, and more.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed