Supervisor, Member Services

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product — a consumer health engagement platform — integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.  We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers.

Position Title:  Supervisor, Member Services

Reporting to: Operations Manager, Member Services

Location: Chapel Hill, NC

Shift: The shift for this role is Monday-Friday from 10:00 am.- 7:00 pm. EST

Compensation: $58,000-$66,000, depending on experience, plus bonus potential and benefits

About the Team:

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health.  Our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! The primary member-facing role (contact center “agent”) is the Well Guide, who answers questions related to medical benefits, coaches our members to set and obtain their health goals, and helps them navigate the healthcare system.

About the Role:
We’re looking for a dynamic and collaborative leader with a passion for supporting a strong, empathetic team. As a Supervisor, you’ll manage a team of Well Guides, ensuring that our members have a smooth and positive interaction each and every time they reach out to us. You will be the first line of support and advocacy for our team, promoting a culture of deep empathy and problem-solving that leads to positive outcomes for our members. In this highly collaborative role, you will be a coach for your team, which requires an open mind and a desire to be highly effective.

Key Responsibilities :

People Management and Leadership

• Manage a team of up to 13 associates (Well Guides) across multiple shifts
• Partner with the team in responding to inbound contacts from members
• Participate in onboarding new hires / cross training Well Guides
• Take ownership in the development of your team and be accountable for their performance
• Actively participate in day to day support activities for your team including daily coaching and weekly one on one meetings
• Reinforce positive behavior and encourage and facilitate collaboration between your team and other Member Services team members
• Contribute to a friendly and inclusive work environment aligned with Well’s core values
• Recognizes the value of Well Guide employees as the most important asset

Operational Excellence

• Partner with other leaders to drive workflows and processes in order to meet our SLAs and KPIs
• Track, analyze and report on team performance data (SLAs, KPIs etc.)
• Analyzes system performance data to troubleshoot and resolve issues
• Manage inbound contact queues and monitor Well Guide performance to ensure daily targets are met
• Lead daily team huddles at the beginning of each shift, ensuring that the team has the most up-to-date, member-impacting information  
• Enhance the member experience by working with partners across the organization to continually improve the tools, systems and communication used by the team
• Maintain strict confidentiality according to HIPAA guidelines and company policies and ensure that team members do the same
• Act in accordance with the organization's information security policies and ensure that team members do the same

Preferred Qualifications

• 4+ years of supervisory or leadership experience in a performance-oriented, customer-centric environment
• Experience leading a team of 10+ direct reports 
• Experience in data-driven performance management and  employee coaching 
• Interested in organizational systems, structures, and operations
• Comfortable working in a fast-paced, always-evolving environment, operating under a test-and-learn mindset while maintaining soundness of the operation
• Interest in health and wellness and motivated to help members improve their health
• Able to analyze and use different types of data to support decision making and improve operational performanceDemonstrated skill in building and developing strong teams

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission. 

We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.