Bilingual Member Support Specialist II

Why Wellthy is for you!

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones.

We're building that world with an exceptional team dedicated to helping people and families manage, navigate, and access quality care—with a strong emphasis on complex care. This often includes senior care, childcare, and support for individuals with chronic conditions.

At Wellthy, we merge unparalleled care expertise with agile, tech-powered product. We partner with leading companies—including more than 30 Fortune 500 companies—to support the care needs of their workforces globally. We also collaborate with health plans to provide comprehensive care support for their members.

We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us.   

As our Bilingual Member Support Specialist II your primary responsibility is to streamline inbound communications across the various channels we use today and anticipate for the future. You will also assist Care Managers and Supervisors with inbound questions from both prospective and current customers, routing booked calls, and more. Your success will be measured by your ability to enhance member satisfaction, facilitate efficient onboarding, engage members in our services, and improve inquiry management.

You will report directly to the SVP of Care.

To be successful in this role:

• 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.

Qualifications

It is important to note that you will need the ability to work in a fast-paced environment, be flexible, creative, and be comfortable in knowing that we are constantly evolving.

• 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

Qualifications that are preferred but not mandatory:

Some healthcare navigation experience will be beneficial due to our focus on compliance

• Availability during early EST hours or late PST hours

Total Rewards Package

The starting salary for this position is $19-$21/hour.

• 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.

Role Requirements: 

To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.

Location

This is a remote and US states based opportunity. 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 

Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.

What’s Next?

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume.  We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above.   We look for our Wellthians to enhance and advance our company from their past experiences.  Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for.  We hope that you’re encouraged and even excited by that to get started with our process. 

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law.

For those who require reasonable accommodations, please let us know on your application or email us at jobs@wellthy.com.