Well Guide (Monday-Friday, PM)

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

Job summary

Well Guide position in Chapel Hill, NC on-site, Monday–Friday, 12pm–9pm. Start date October 6, 2025. You will assist members with benefits questions, coach them to set health goals, and navigate the healthcare system, delivering empathetic, world class service.

You report to a Member Services Supervisor and join a diverse, member-first culture. Prior experience in customer care helps, and a strong commitment to health is essential.

Qualifications

• Customer experience is preferred but not required.
• Excellent verbal and written communication skills.
• Team player with collaborative mindset.
• Able to solve problems quickly and thoroughly.
• Adaptable and eager to learn and grow.
• Experience navigating computer systems like G-Suite, ticketing and CRM.

Responsibilities

• Participate in onboarding to gain frontline professional skills.
• Engage with members across phone, email and chat channels.
• Become a subject matter expert and coach members on health goals.
• Coach members to drive engagement and better health outcomes.
• Collaborate with nurses and specialists as needed.
• Protect member data and follow HIPAA and security policies.

Skills

Customer experience

Communication skills

Team player

Problem solving

Adaptability

Learning mindset

Tools

G Suite

Ticketing systems

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.

Position Details

• Position Title: Well Guide
• Reports to: Member Services Supervisor
• Location: Chapel Hill, NC (On-Site)
• Start Date: October 6, 2025
• Shift: Monday-Friday (12pm-9pm)
• 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.