Well Guide (Monday-Friday, AM)

Well; Chapel Hill (NC); On-site; USD 27,000 - 39,000; Full time

Job summary

Well is hiring a Well Guide (Member Services Support) in Chapel Hill, NC. The role focuses on delivering world-class member experiences through empathy, coaching, and proactive assistance, guiding members toward their health goals while navigating benefits and the healthcare system.

As part of a diverse, mission-driven team, you will work across phone, email, and chat, collaborating with nurses and specialists to ensure smooth interactions and protect member data in line with HIPAA and company

Qualifications

• Experience in customer-facing roles is preferred.
• Excellent written and verbal communication skills.
• Ability to collaborate with cross-functional teams.
• Comfort navigating computer systems and software used for member services.

Responsibilities

• Participate in onboarding to set up success as a front line member.
• Build sustained relationships with members via phone, email, and chat.
• Become subject matter expert to help members navigate healthcare and set health goals.
• Coach members to engage and achieve their health goals.
• Collaborate with nurses and other specialists to address member needs.
• Maintain data security and privacy per HIPAA policies.

Skills

Customer experience

Excellent communication

Team player

Problem solving

Adaptability

Willing to learn

CRM experience

G Suite

Ticketing systems

8-hour shift availability

Tools

CRM systems

Job description

Brief 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.

Brief 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: Well Guide

Reports to: Member Services Supervisor

Location: Chapel Hill, NC (On-Site)

Start Date: November 16, 2026

Shift: Monday-Friday (8:00AM-5:00PM)

Salary Range: $23.81/hour

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!

We’re looking for a dynamic and collaborative Well Guide (Member Services Support) with a passion for health and wellness who is dedicated to delivering world class experiences for our members. This role requires a team player with an entrepreneurial spirit and a can-do attitude. No request from our members is too small. Simply stated, we are here to serve them and help them achieve their best health, and you are here to engage them and exceed their expectations.

As a Well Guide, you will be part of a diverse team focused on ensuring our members have a smooth and positive interaction with Well, answering questions related to medical benefits, coaching our members to set and obtain their health goals, and helping them navigate the healthcare system. You will report to a Member Services Supervisor and be a valuable part of the dynamic, member-first and collaborative culture of the Well team.

Key Responsibilities

• Participate in an initial onboarding process that sets you up for success as a front line team member and provides you with career-enhancing professional skills
• Work towards building sustained and meaningful relationships between members and Well via multiple communication channels (e.g., phone, email, and chat)
• Become a subject matter expert and coach in helping members navigate healthcare and set and achieve their own health and wellness goals.
• Coach our members through various activities that drive engagement and optimal health outcomes for our members.
• Collaborate with other team members, including nurses and other specialists as needed to address a member's needs.
• 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.

Requirements

• Customer experience preferred but not required.
• You are passionate about health and wellness.
• Excellent verbal and written communication skills with a positive, empathetic, genuine and professional communication style.
• You are a team player - you’ve demonstrated an ability and passion for collaborating with others to achieve goals.
• You can quickly and thoroughly solve problems.
• You are adaptable and thrive in a coaching environment.
• You find value in opportunities where you are able to learn and grow.
• You have experience in navigating computer systems like g-suite / Ticketing / CRM systems.
• Availability to work an 8-hour shift

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.