Note: The job is a remote job and is open to candidates in USA. Wellworks For You is hiring a Customer Support Specialist to serve as the first point of contact for wellness program participants. The role supports participants across phone, chat, and email, resolves inquiries, maintains accurate records, and processes participant information while protecting sensitive data.
Responsibilities
- Answer a high volume of inbound calls with professionalism, warmth, and efficiency
- Help participants with account access, incentives, forms, and program requirements
- Support participants through live chat and email, hitting service-level targets
- Dig into and resolve concerns, escalating when needed to get things done right
- Follow up on voicemails so no one is left waiting
- Keep detailed, accurate records of every interaction
- Bring your insights to the team - share trends, feedback, and ideas for improvement
- Handle every conversation with active listening, empathy, and clear communication
- Safeguard participant data with strict HIPAA and confidentiality standards
- Review, validate, and enter participant information and form submissions
- Audit data for accuracy, catching and correcting discrepancies
- Reach out to participants when information is missing or incomplete
- Partner with Account Management and other internal teams to resolve complex questions
- Keep forms processed and audited on schedule - every time
Skills
- 2-3 years of contact center experience (healthcare or wellness experience with strong understanding of HIPAA)
- Strong attention to detail with the ability to manage high-volume, accuracy-driven work
- Excellent verbal and written communication skills
- Proven ability to multitask and prioritize in a fast-paced environment
- Demonstrated ability to prioritize tasks and manage time efficiently
- Proficient computer skills with the ability to learn new systems and software quickly
- Ability to maintain confidentiality and handle sensitive information responsibly (HIPAA Compliance)
- Strong problem-solving skills and a service-oriented mindset
- Self-motivated, adaptable, and accountable
- Administrative experience preferred (healthcare or wellness experience with strong understanding of HIPAA)
Benefits
- Client retention bonuses
- Additional Incentives
- Growth opportunities
- Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
- 401k with per pay employer match
- Employee Assistance Program through LifeMatters EAP
- Mental health benefits, including access to paid therapy
- Paid maternity leave after 12 months
- Paid Time Off including time off to volunteer in your community and the day off on your birthday
- Casual dress code
- Wellness program and teambuilding opportunities with incentives
- Milestone anniversary program
- Ongoing training and education
- Fully Remote with 1-2 required onsite visits per year
Company Overview