Member Care Advocate, Wellth

• Excellent customer service and communication skills
• Empathetic, proactive, and solution-oriented approach
• Strong critical thinking and organizational skills with the ability to problem solve and navigate multiple tools
• Highly proficient using technology and learning new systems quickly
• Bilingual (English/Spanish)
• Prior customer service or healthcare navigation experience
• Prior working experience and understanding of health insurance or care coordination
• High school diploma or equivalent
• This role requires availability for designated shifts to ensure coverage between 8:00 AM PST and 4:00 PM EST
• Shift assignments depend on team coverage needs, employee location, and time zone
• Prolonged periods of sitting at a desk and working on a computer

Desirable

• As a Member Care Advocate at Wellth Rewards, you’ll be a trusted guide for our members. You will help members navigate their personalized Wellth program, resolve technical issues, and access healthcare services available through their insurance and care providers
• This is a non-clinical role focused on proactive support and guiding members
• You'll help connect members to appropriate care and resources, such as primary care providers, prescription services, or transportation options, acting as an advocate and facilitator
• Your goal is to remove barriers to care and set each member up for success in managing their health
• Answer questions about the Wellth Rewards program and assist with technical or app-related questions and needs
• Assist with healthcare access tasks, such as finding a medical provider, scheduling appointments, or arranging follow-up care
• Help members access tools and services available through their health plan (e.g., BP cuffs, Rx delivery, transportation)
• Advocate on behalf of members by helping them understand and access the benefits and resources available to them
• Re-engage members who are struggling with app check-ins or adherence
• Communicate with members across channels (phone, text, email) with empathy and clarity
• Escalate complex or unique issues through appropriate channels
• Continuously evaluate and provide feedback on strategies to best support and increase impact for members
• Performs other duties as assigned