Service Excellence and Support Manager, Wellist
More information about location
Consumer navigation program for healthcare patients
Job no longer available
Consumer navigation program for healthcare patients
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
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
- 5+ years leading high-performing customer service or care coordination teams, ideally in healthcare, wellness, or other service-driven industries
- Experience operating in high-growth, resource-constrained environments where expectations evolve rapidly
- Proven ability to drive performance through metrics, coaching, and operational leadership
- Strong comfort with data, metrics, and making decisions that improve team outcomes
- A balance of empathy and urgency—you move fast and lead with care
- Experience managing hybrid or distributed teams
What the job involves
- We’re looking for a high-empathy, high-accountability leader who’s as comfortable jumping on the phones as they are setting strategy. You’ll own our frontline Support Center operations and Patient Ambassador program—personally ensuring every patient or employee is connected to the right resource with urgency, clarity, and care
- This is not a behind-the-scenes role. You’ll set the tone for our team and directly shape the experience of every user we serve
- Hands-On Execution
- This is a see one – do one – teach one environment. You’ll roll up your sleeves daily—answering calls, resolving cases, and stepping in wherever help is needed
- You’ll know the operations inside and out, using that knowledge to build better systems and directly improve outcomes
- Travel to Connecticut (minimum of 8 weeks/year) to shadow, support, and coach our Patient Ambassadors—ensuring every patient interaction meets our highest standards
- End-to-End User Excellence & Escalations
- Guarantee a high-quality, personalized experience for every employee and patient we support
- Serve as the point of escalation for complex or sensitive situations—resolving them thoroughly and with compassion
- Identify user pain points, streamline workflows, and continuously refine scripts and protocols
- Partner with client executives to ensure alignment with clinical, operational, and safety priorities
- Deliver clear, timely client communications and trainings as needed
- Performance-Driven Team Leadership
- Set, track, and uphold clear service standards (e.g., response time, satisfaction scores, enrollment metrics)
- Manage daily team schedules and coverage to support both proactive and inbound outreach
- Lead daily huddles and regular performance reviews; use each interaction as a chance to coach and improve
- Model excellence—showing your team exactly what “great” looks like and constantly raising the bar
- Team Development & Coaching
- Provide real-time 1:1 coaching for Wellbeing Specialists (Boston) and Patient Ambassadors (Connecticut)
- Create development plans that help each team member grow—and ensure those plans align with company needs
- Lead hiring, onboarding, and ongoing training as the team scales
- 3 months in: You can execute every function in the operation and have built trust with your team by delivering on SLAs and improving 2–3 key performance areas
- 6 months in: You’ve introduced new tools, trainings, or workflows that elevate the user experience and enable your team to exceed performance benchmarks. You’ve onboarded and upskilled new team members effectively
- 12 months in: You’ve built a scalable model of operational excellence. The systems you’ve implemented are measurable, repeatable, and agile—ready to grow across clients and geographies. You’re recognized as a culture carrier, a coach who develops high-performing talent, and a leader who raises the bar across the board
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. Neither patients, families, nor caregivers have the tools to achieve personalized healthcare experiences. This ultimately leads to unsatisfied patients and missed growth opportunities for healthcare providers.
To help with this, Wellist provides a consumer navigation program for healthcare patients, families, and caregivers. This provides 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 actually taken a step back. It focusses instead on the tools and resources needed for better healthcare. This unique approach enables it to both stand out and supply value for all parties in the healthcare ecosystem.
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
- Opportunities to develop your career
- Company off-sites
- Medical and dental insurance coverage
- Life & disability insurance
- 3 weeks of PTO
- Generous parental leave policy
Company HQ
Fox Chapel, PA
Leadership
Ashley Reid
(Founder & 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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