Outbound Phone Well Guide

Kids for the Future; Chapel Hill (NC); On-site; USD 23,000 - 33,000; Full time

Job summary

The Well Guide role within Well's Member Services team focuses on proactive outreach to members to explain changes in benefits and assist with navigating the healthcare system.

You will handle high-volume outbound calls, educate members on Medicare benefits, maintain accurate CRM records, and uphold HIPAA standards while delivering empathetic, concierge-style service.

Qualifications

• 2-4 years experience in a high-volume outbound call center.
• 1
• Preferred Medicare or medical insurance knowledge.
• 3
• Bachelor's degree or relevant combination of experience.
• 4
• Strong verbal and written communication; empathetic and professional.
• 5
• Ability to handle HIPAA-compliant information.

Responsibilities

• Conduct proactive outbound calls to engage members.
• Educate members on benefits and navigate the healthcare system.
• Maintain detailed records in CRM and protect sensitive data per HIPAA.
• Meet outreach goals for call volume and engagement.
• Pivot scripts to member needs while following approved workflows.

Skills

Outbound calling

Active listening

Empathy

CRM systems

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

G-Suite

Ticketing/WFM tools

Job description

• Base Pay $20.43 / Hour
• Employee Type Full Time Non-Exempt

Contact information

• Email [e-mail]

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 to redefine the healthcare experience. We promote an employee- and member-centric culture where we are passionate about our mission and dedicated to the success of our team.

Position Title: Outbound Phone Well Guide

Reports to: Supervisor Member Service

Salary Range: $20.43/hr Close Date: 8/31/26 Start Date: 9/8/2026

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. While our offices may resemble a contact center, we are so much more; we forge sustained relationships with our members by serving them with empathy. As an Outbound phone Well Guide, you will focus on proactive engagement, reaching out directly to members via phone to build meaningful connections, and help them navigate the questions they have about the changes to their benefits. Your goal is to serve in educating members on their complex benefits and navigating them through the healthcare system. This is a high volume outbound phone opportunity.

Key Responsibilities

Engagement and Outreach

Conduct proactive outbound calls to engage members around the areas where their benefits have changed. .

Serve as a trusted advisor to help members navigate the complexities of their insurance plan and provide updated and relevant information on the member plans.

Educate members on available resources and or relevant benefit information based on the conversation with the member.

Maintain detailed and accurate records of member interactions within CRM systems while taking personal responsibility for keeping sensitive member data secure according to HIPAA guidelines and Well data policies.

Consistently meet or exceed outreach campaign goals, including call volume, connection rates, and member engagement targets.

Requirements

2-4 years experience inside a high volume outbound call center.

Preferred experience inside answering questions related to medicare benefits and or medical insurance plans.

You are genuinely passionate about health, wellness, and helping others proactively manage their healthcare journeys.

Excellent verbal and written communication skills with a positive, empathetic, and professional style. You can adjust your style based on the individual to provide a personalized "concierge" experience.

Comfortable and effective in an high engagement outbound calling environment, maintaining focus and high-quality responses during busy periods.

Comfortable following traditional outbound calling scripts with the ability to pivot into a workflow based on the members answers to the relevant questions.

Experience navigating computer systems such as G-Suite, CRM (Salesforce), and ticketing or WFM tools.

Ability to thrive in a team-oriented, coaching-focused culture where you are hungry to see the world through someone else's perspective.

A Bachelor’s degree or a relevant combination of customer experience and work history is preferred.

Experience working in a fast-paced, high-volume environment utilizing automated dialing technology (e.g., predictive dialers, CRM-integrated softphones) to manage member outreach.

Possesses the resilience to handle rejection professionally and maintain high levels of engagement and positivity throughout a full shift of outbound outreach.

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.