Remote Member Experience Advocate

WellTheory Technologies, Inc.; United States; Remote; USD 30,000 - 36,000; Full time

Benefits offered by this job

Equity and benefits

Remote-friendly

Job summary

WellTheory is seeking a Member Support Specialist to be the front-line voice for our members. You will handle inquiries via email, live chat, and phone, covering eligibility, enrollment, billing, program logistics, and tech issues, while ensuring members can access the care they signed up for.

This is a remote, US-based role operating during US business hours with some evenings, weekends, or holidays as enrollment cycles require.

Qualifications

• 1–3 years in a customer-facing support role in healthcare or tech
• Strong written and verbal communication skills
• Experience using AI tools in daily workflows
• Ability to work US business hours with flexibility

Responsibilities

• Respond to member questions across email, live chat, and phone
• Meet targets for response time and first-touch resolution
• Own issues end-to-end and escalate when needed
• Flag recurring problems to improve processes
• Handle PHI in accordance with HIPAA
• Contribute to macros, help center content, and playbooks
• Collaborate with teams during launches and enrollment spikes
• Use AI tools to draft responses and summarize threads

Skills

Customer-facing

Clear communicator

Tech-savvy

AI tools experience

Tools

Zendesk

Freshdesk

Intercom

Notion

Slack

Google Workspace

Claude

Job description

WellTheory is seeking a Member Support Specialist to be the front-line voice for our members. You will handle inquiries via email, live chat, and phone, covering eligibility, enrollment, billing, program logistics, and tech issues, while ensuring members can access the care they signed up for.

This is a remote, US-based role operating during US business hours with some evenings, weekends, or holidays as enrollment cycles require.