Nurse Well Guide

Well; North Carolina; On-site; USD 43,000 - 45,000; Full time

Job summary

Well seeks a Nurse Well Guide to support members in achieving their health goals through empathic, non-clinical coaching and navigation. This role emphasizes behavior change and a consumer-centric experience across chat and phone channels.

You will work with a diverse team of clinicians and customer service experts, using evidence-based tools to guide members while protecting sensitive data and maintaining HIPAA compliance. This is a patient-focused coaching role, not direct clinical care.

Qualifications

• Active LPN/RN license in North Carolina.
• 3+ years of direct patient care experience preferred.
• Experience in healthcare contact/support center, health coaching, care management, or care coordination preferred.
• Bilingual (Spanish / English) preferred but not required.
• Strong interpersonal communication and the ability to adapt communication style for a diverse member base.

Responsibilities

• Help members achieve health and wellness goals and navigate the healthcare system.
• Collaborate with clinicians and non-clinicians within Member Services and with subject matter experts.
• Interface with members via chat or phone to personalize health discussions.
• Support members by connecting them with appropriate care to improve outcomes.
• Proactively follow up on health questions or new information from Well members.
• Communicate and support innovative health behavior change programs via phone and digital channels.
• Maintain data security and privacy in accordance with HIPAA and Well policies.
• Accurately update and document member information.

Skills

Direct patient care

Communication skills

Multitasking

Bilingual (Spanish / English)

Education

Active LPN / RN license in North Carolina

Job description

Company:

Well is a healthcare innovation company with the heart of a services organization and the DNA of a SaaS platform. Our Dynamic Engagement System transforms workforce health by uniting AI, human guidance, and proven behavioral science to reduce costs, improve outcomes, and create resilient, thriving workforces. We partner with the world’s largest, most sophisticated employers and the consultants who advise them. 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:

Nurse Well Guide

Reports to:

Clinical Manager, Advocacy and Navigation

Salary Range:

$31.25-33.65/hr, depending upon experience

Position Summary:

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health. At Well, 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!

Our nurses are part of a diverse team that provides a consumer-centric experience for members who call or communicate through digital channels, such as chat. Well nurses use clinical knowledge, experience, and expertise to help these members improve and maintain their health and wellness; without practicing nursing or providing direct clinical care. Specifically, our nurses help our members by providing supportive communication, guidance, and education to engage Well members in differentiated ways that will drive better health outcomes by using evidence-based tools to provide care navigation, coaching and care management support. In short, we consider ourselves a health promotion environment, where you will utilize your nursing expertise to support our members but you will not provide direct care, such as performing clinical assessments, creating nursing care plans or performing patient evaluations. You will serve more as a coach and your approach will be consultative, as you will build relationships with members that enable behavior change and promote self-efficacy through targeted health engagement.

Key Responsibilities:

• Help our members achieve health and wellness goals and navigate the complexities of the healthcare system, and help identify and remove barriers to care.
• Collaborate with a diverse team of other clinicians and non-clinicians within Member Services; support and be supported by subject matter experts in customer service, behavioral health, pharmacy, and health insurance.
• Interface with Well members, based on their preference (chat, phone), to create a dialogue around health and wellness that is personalized to the individual member.
• Support members by connecting them with most appropriate care to remove barriers and ultimately improve health outcomes
• Proactively connect with members to follow up on previous health related questions or in response to new health information received about the Well member.
• Communicate and support innovative behavior change programs through phone and digital means.
• Take personal responsibility for keeping all Well systems and data, including sensitive member data, secure and safe, according to Well data and security policies and HIPAA guidelines.
• Accurately update and document information, based on communications with the member.

Preferred Requirements

• Active LPN / RN license in North Carolina
• 3+ years experience with direct patient care preferred
• Previous experience in the following areas: healthcare contact/support center, health and wellness coaching, care management, or care coordination preferred
• Bilingual (Spanish / English) preferred but not required
• Superior interpersonal communication skills with the ability to adjust your communication style based on the person with whom you are speaking, recognizing that we work with a diverse group of individuals
• Strong organizational skills, attention to detail, and the ability to prioritize and multitask

Summary

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.

Well is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We seek diversity and encourage individuals from underrepresented groups to apply.