.. Registered Nurse assumes responsibility for the management and delivery of patient care utilizing the nursing process May be required to float to other units. May be required to participate in on call status. This position requires population specific competencies. Adheres to National Patient Safety .. read more
Wellist is seeking a mission-driven Member Support Manager to help make life easier for patients, employees, and their families. In this crucial role as a player/coach, you will spend 40% of your time directly supporting employees and patients via phone or onsite at hospital locations in Connecticut. The remaining 60% of your time will be dedicated to managing your team to improve team performance and enhance user experience. As an individual contributor, your responsibilities will include: Creating personalized resource lists to meet each user’s unique needs. Handling sensitive and challenging situations with empathy and efficiency to ensure best-in-class service and user satisfaction. Introducing the Wellist program onsite at client locations in Connecticut, driving awareness, and leading one-on-one interactions with users to discuss the types of resources that would be most helpful for them. As a direct manager of 4-6 employees, you will be a hands-on problem solver while utilizing the “see one, do one, teach one” model. You will closely monitor and manage team outcomes to ensure service standards are met and take proactive steps to address any issues that arise. You will be responsible for Wellist’s user engagement metrics, exceeding client expectations and KPIs, and ensuring the Support team is achieving agreed-upon metrics. As the team expands, your role will increasingly focus on managing your team and less on providing direct user support. You will also be tasked with refining and evolving Wellist’s Support playbook to align with the company’s growth. This will involve assessing and improving all processes, tools, and operations (e.g., scripting, CRM, and telephony systems) to develop recommendations on how best to scale the organization in line with the business’s evolving needs. This role is a full-time in-person position and will primarily be in Wellist’s Back Bay office, in Boston, MA. The manager must also have availability to travel 2-7 days per month to client sites in Connecticut as needed. What You Will Do Direct User Support: Provide timely, friendly, and supportive communications to patients, employees, families, and hospital staff by phone, email, and/or mail. Create and share personalized support lists for patients, employees, and families utilizing Wellist’s directory of vetted, hyperlocal resources. Performance Management: Ensure support team members are meeting the agreed-upon performance standards. This includes Ambassador enrollments, call center answer rates and handle time, inquiry turnaround time, and other contracted client performance indicators. Provide guidance and support to direct reports to improve performance indicators. Team Development: Recruit, hire, onboard, and train support team members as needed. Operations Refinement: Evaluate current support processes and tools to identify opportunities for optimization and recommend strategies to effectively scale operations as the business grows. What You Bring to Wellist Experience driving results as a player/coach: Eager to both manage the performance of the team and contribute directly to Wellist’s end-user experience. Management experience: At least two years of experience managing call center operations and entry-level employees, ideally in a lean, scrappy environment. Confidentiality and discretion: Integrity and adherence to SOCII, HIPAA, and Wellist guidelines in managing patient and employee information. Strong communication skills: Both written and verbal; ability to manage employees both in-person and remotely. Operations experience: Experience in and energy for updating and optimizing operations, processes, and tools to enhance team efficiency and effectiveness. About Wellist Wellist is a mission-driven digital health company that provides HR leaders with cutting-edge aggregators capable of personalizing the “right resource, right time”. The solution leverages Wellist’s precision resource matching platform, hyper-targeted activation campaigns, and employee-generated data to simplify benefits access, amplify value from existing benefit partners, and meaningfully reduce cost. Why work here A meaningful mission - Join a team that makes a real difference for patients, employees, and their loved ones. Outstanding benefits - Excellent medical and dental insurance coverage, life & disability insurance, 3 weeks of PTO, and 401k contribution. Personal growth - The opportunity to accelerate your career with a high-growth, high-impact well-being company. #J-18808-Ljbffr