Wellbeing Specialist (White-Glove Member Support)

Wellist•Boston, MA

8d•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
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

Deliver White-Glove Human Support
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
Connect People to the Right Support
Providing personalized recommendations from the Wellist platform
Conducting custom research when additional support is needed
Contacting providers to verify availability, cost, and fit
Identifying creative solutions that truly solve the user’s challenge
Support the People We Serve
Acting as a trusted representative of Wellist with client partners
Helping staff understand how Wellist can support the people they serve
Resolving questions and removing barriers to accessing resources
Manage multiple concurrent cases while maintaining quality, accuracy, and response times
Handling inbound requests from members, caregivers, and partner staff, documenting intake carefully, assessing needs, and identifying resources
Researching and verifying resources to ensure accuracy and availability
Conducting outreach to introduce the program, follow up on referrals, confirm needs, and/or ensure access to resources
Communicating 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