Remote Backup Care Support Specialist

Wellthy; United States; On-site; USD 26,000 - 30,000; Part time

Benefits offered by this job

Remote work environment

Medical, dental and vision benefits

Retirement matching

Mental health benefits

Paid vacation and tenure increase

Sick and caregiving days

Professional development

Parental leave

Job summary

Wellthy is seeking a Part-Time Backup Care Support Specialist to deliver a delightful, responsive experience to members navigating Back Up Care. You will be the first line of support across email, phone, live chat, and Intercom, triaging and resolving questions about reimbursement, providers, and platform issues.

You will escalate complex cases to a BUC Specialist, maintain clean tagging and notes, and help surface recurring issues to leadership.

Qualifications

• 1-3 years in front-line member support, customer service, or administrative experience.
• Work experience in healthcare, caregiving, benefits administration, or a related field preferred.
• Associate degree or equivalent required.
• Remote work experience.
• Proficiency with macOS, GSuite, Slack, Zoom, 1Password, and Intercom.

Responsibilities

• Own front-line resolution of reimbursement status, denial, and payment-timing questions for both members and caregivers.
• Triage general BUC status and care event questions; immediately elevate urgent same-day/next-day needs to a BUC Specialist.
• Resolve day-usage/wallet/account platform issues and confidently answer common policy and taxability questions.
• Provide provider vetting status updates and escalate anything requiring sourcing or specialist judgment to a BUC Specialist.
• Maintain clean Intercom tagging and clear internal notes for fast escalations.
• Support frontline customer/member experience in healthcare or benefits administration.
• Navigate policy nuance using knowledge base tools; avoid guessing.
• Contribute to monthly reviews of BUC-related metrics and patterns.
• Participate in regular syncs with the BUC team to review issues and updates.

Skills

Front-line support

Healthcare experience

Benefits administration knowledge

Remote work experience

Intercom familiarity

Zendesk familiarity

MacOS proficiency

GSuite proficiency

Slack proficiency

Zoom proficiency

1Password usage

AI tooling curiosity

Education

Associate degree

Tools

Intercom

Zendesk

GSuite

Slack

Zoom

1Password

MacOS

Job description

Wellthy is seeking a Part-Time Backup Care Support Specialist to deliver a delightful, responsive experience to members navigating Back Up Care. You will be the first line of support across email, phone, live chat, and Intercom, triaging and resolving questions about reimbursement, providers, and platform issues.

You will escalate complex cases to a BUC Specialist, maintain clean tagging and notes, and help surface recurring issues to leadership.