- Respond to member questions across email, live chat, and outbound phone about eligibility, enrollment, billing, program logistics, and technical troubleshooting.
- Meet team goals for response time, first-touch resolution, quality assurance, and member satisfaction (CSAT).
- Own member issues end-to-end, involving Care, Implementation, Engineering, or Client Success when needed and following up until resolution.
- Surface patterns in member conversations and share them with teams across WellTheory.
- Handle sensitive member information in accordance with HIPAA and WellTheory privacy and security policies.
- Contribute to macros, help center content, and internal support playbooks.
- Partner with Implementation and Client Success during launches and open enrollment cycles.
- Use AI tools to draft responses, summarize threads, and retrieve context.
Customer supportZendeskHIPAA