Support Manager, Wellist
More information about location
5 days a week in office
Consumer navigation program for healthcare patients
Be an early applicant
Consumer navigation program for healthcare patients
1-20 employees
Be an early applicant
More information about location
5 days a week in office
1-20 employees
Company mission
Wellist's mission is to give healthcare clients the insights and tools they need to address actual human needs, resulting in improved patient satisfaction, outcomes and loyalty.
Role
Who you are
- Proven Experience in Early-Stage, High-Growth Environments: You have at least 5 years management experience in a call center/customer support role within a lean, dynamic environment. You understand the unique challenges and opportunities of scaling teams in resource-constrained environments and you are dedicated to delivering exceptional results. Experience managing both in-person and remote teams is a plus
- Background in Care or Concierge Service Settings: You come from healthcare, employee care, or a wellness background, where non-transactional, high-touch service is the norm. You understand how to address whole-person needs and are committed to going the extra mile for users
- Player-Coach Leadership Approach: As a hands-on manager, you dive into the details and have an eye for service excellence. You lead by example, actively engaging in the day-to-day operations while mentoring your team to foster a culture of excellence and compassion
- Commitment to Delivering Results: You take a craftsman’s mindset to over-deliver on commitments on users, clients and one another
What the job involves
- As a key member of the Wellist team, you’ll play a vital role in ensuring we deliver exceptional service to every user, enhancing their wellbeing and strengthening our client partnerships
- You’ll lead a dedicated team of Support Specialists in Boston and Patient Ambassadors in Connecticut, collaborating to provide personalized support tailored to individual needs
- Patient Ambassadors engage with users one-on-one in hospital settings, identifying the most beneficial resources for them
- Support Specialists curate comprehensive, personalized resource lists and manage inbound and outbound calls from 9am-8pm EST, ensuring that every user receives the support they require
- Work Planning: Manage employee schedules and assign daily workloads to ensure all client commitments are met with excellence
- Daily Performance Review and Coaching: Review individual and team metrics each morning to ensure performance aligns with client requirements (e.g., answer rates, enrollments). Provide real-time coaching during team stand-ups and one-on-ones to drive continuous improvement
- Quality Assurance and Employee Development: Shadow calls and in-person Ambassador interactions to uphold high-quality service standards. Review communications for accuracy and alignment with Wellist’s values. Identify areas for improvement and establish individualized development plans as necessary
- Resolve User Escalations with Empathy: Act as the escalation point for complex user issues, delivering effective and compassionate solutions that ensure high satisfaction
- Hands-On Coverage: As part of our small, agile team, provide daily backup coverage in our call center. As a player/coach, be prepared to directly cover call center or Ambassador shifts as needed, ensuring seamless user support at all times
- Onboarding New Hires: Oversee the hiring, onboarding, and training of new support team members, as we anticipate doubling the team in the coming year
Our take
Achieving success as a healthcare provider requires patients to receive the best healthcare possible, but this is commonly stunted by a one-size-fits-all approach. Patients, families, and caregivers do not have the tools they need to achieve personalized healthcare experiences, and this ultimately leads to unsatisfied patients and missed growth opportunities for healthcare providers.
Wellist provides a consumer navigation program for healthcare patients, families, and caregivers, providing them with a digital education platform, communication tools, vetted support services, and the necessary communication mediums for maximizing the care quality that patients receive.
Whilst many startups within the healthcare sector are leveraging cutting-edge tech such as AI and automation to improve care quality, Wellist has taken a step back, focusing instead on the tools and resources needed. By providing the necessary tools to improve care quality and patient experiences, the company claims that it will ultimately improve patient outcomes and in turn, the revenues of healthcare providers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Nov 2019
$3.5m
LATE VC
May 2018
$10m
SERIES A
Total funding: $14m
Company benefits
- Interesting, diverse team members - Whether it's book club, wellness bingo or daily trivia, Wellist is an amazing community of caring people
- Opportunities to develop your career - Company off-sites help us align on the strategic priorities, spend time with remote team members and possibly enjoy an escape room
- Outstanding benefits - We offer excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a generous parental leave policy
- A meaningful mission - Join a growing team that is making a difference in healthcare by improving the lives of patients and families
Company values
- Refreshing - Brings upbeat “can-do” attitude and creative new ideas to help make life easier for our users, customers, partners and colleagues
- Empathetic - Understands others’ experiences and emotions. Acts with kindness, compassion and respect
- Empowering - Takes accountability for helping others succeed. Coaches and develops others at all levels of the organization
- Trustworthy - Does what is right. Speaks truthfully and acts with integrity. Follows through on commitments
- Adaptable - Flexible. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change
Company HQ
Fox Chapel, PA
Articles
Leadership
Ashley Reid
(CEO)Senior Manager of Global Transformation and Strategy Advisor for Philips Healthcare from 2009 to 2013. Experience as Member of the Board of Advisors for MassChallenge Healthtech.
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