Bilingual Member Support Specialist II

Summary

Join Wellthy as a Bilingual Member Support Specialist II and streamline inbound communications across various channels. You will assist Care Managers and Supervisors, enhance member satisfaction, and improve inquiry management. This role requires strong communication skills, experience in high-volume customer service environments, and proficiency with various technical tools. You will work remotely, providing warmth and empathy to members while resolving issues efficiently. Wellthy offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• Bilingual proficiency in Spanish (written and spoken)
• Associate degree or equivalent required
• Customer Service with experience working in high volume environments (e.g., claims departments)
• Experience using technical tools like Zendesk ticketing and assisting members through sign-up issues
• Proficiency with macOS systems, GSuite, Slack, and 1Password
• Strong communication skills, with a warmth tone and ability to remain calm under pressure
• Has experience working with different departments in a virtual environment
• Has a passion for helping others and solving problems

Responsibilities

• Ensure every member interaction is positive and effective, taking ownership of issues and resolving them efficiently while maintaining a high standard of support, contributing to member satisfaction and retention
• Provide warmth, empathy, and clear guidance to members across various communication channels (email, phone, live chat), navigating inquiries with confidence and urgency
• Assess the urgency of member needs, addressing complex or time-sensitive issues promptly. Use creative problem-solving to identify solutions and direct members to appropriate resources when necessary
• Proactively reach out to members to encourage engagement, service utilization, and address any outstanding questions or concerns, ensuring they receive maximum value from Wellthy services
• Own the tracking and resolution of member-related issues, ensuring adherence to established processes and timelines. Take responsibility for the effective closure of both internal and external tickets, identifying areas for process improvement and efficiency
• Serve as a key resource for cross-departmental collaboration, ensuring smooth handoffs and efficient issue resolution by working closely with stakeholders from various departments
• Actively support peers by sharing knowledge and best practices, mentoring junior team members, and contributing to team growth and development
• Identify and assess situations requiring Incident Response, and initiate timely action when needed. Own the escalation process to ensure issues are addressed efficiently and effectively
• Demonstrate leadership through consistent performance, actively contributing to team culture and process improvements. Participate in and provide feedback on team training initiatives to support personal and team growth

Preferred Qualifications

• Some healthcare navigation experience will be beneficial due to our focus on compliance
• Availability during early EST hours or late PST hours

Benefits

• Remote work environment
• Medical, dental and vision benefits within 30 days of hire
• Retirement saving account with matching company contributions
• Mental health benefits
• 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days)
• Sick and Caregiving Days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave