Member Activation Specialist

Who you are

• To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
• Work experience in customer service or administration, and extra helpful if this is within a healthcare, benefits or care-related field
• High school diploma or equivalent required
• Experience handling higher-complexity member issues or supporting escalations is preferred
• Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus
• Comfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the same
• Availability during early EST hours or late PST hours is a plus, given our 8:00AM–10:00PM ET coverage window. This role is likely to work a daytime shift
• Proficiency in more than one language is a plus
• Proficiency with macOS systems, GSuite, Slack, and 1Password, customer support and help desk ticketing systems (Zendesk, Intercom, or the like)
• Open to learning, experimenting, and evolving; comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
• We ask that you work in a location that is:
• Private, with secure (not public) internet and phone access
• Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space
• To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment
• We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above

What the job involves

• As our Member Activation Specialist-Inbound, you will resolve member questions and issues across phone, chat, and email — quickly, warmly, and accurately
• Members come to you with everything from a password reset to a complex, multi-step care question, and solving it is your first job
• You will bring an activation lens to the interaction whenever the moment genuinely allows it; noticing when a resolved issue is also a chance to open a care project, add a partner or spouse to an account, book a Back Up Care session, or connect a member to a Care Coordinator, so solving today's problem also strengthens how the member uses Wellthy going forward
• Your work goes beyond resolving individual interactions - you contribute process-level insight, connecting patterns into recommendations that improve activation outcomes across the team
• You will report directly to the Director of Member Growth and Activation
• Because Wellthy can receive dozens to hundreds of incoming member interactions per week, this role should ensure every member interaction across phone, chat, and email is positive and effective, taking ownership of issues and resolving them with a high standard of support, contributing to member satisfaction and retention
• Provide warmth, empathy, and clear guidance to members across communication channels, navigating inquiries with confidence and urgency
• Assess the urgency of member needs, addressing complex or time-sensitive issues promptly and with independence
• Bring an activation lens to every inbound interaction — recognizing and acting on moments to set up an account, add a partner or spouse, open a care project, add a care recipient, book a Back Up Care session, or connect a member to a Care Coordinator — and coach Level I specialists to do the same
• Identify trends or moments where proactive follow-up prevents downstream issues, enhances clarity for members, or surfaces an activation opportunity for the team
• Own the tracking and resolution of member-related issues, ensuring adherence to established processes and timelines, and identifying areas for process improvement and efficiency
• Serve as a key resource for cross-departmental collaboration, ensuring smooth handoffs and efficient issue resolution
• Actively support peers by sharing knowledge and best practices, mentoring Level I specialists, and contributing to team growth and development
• Identify and assess situations requiring Incident Response, and own the escalation process to ensure issues are addressed efficiently
• Bring forward insights from day-to-day work that help improve workflows, tools, scripts, and knowledge articles — including patterns that could inform new activation approaches
• Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes — a growth opportunity and occasional stretch, not a routine part of this role

Benefits

• Generous PTO and flexible leave policies
• Health, dental, and vision insurance coverage
• 401(k) with employer match
• HSA and FSA options
• Professional learning and development opportunities
• Free access to Wellthy’s services