Engagement and Support Manager

1 month ago

Boston, Massachusetts, United States Wellist Full time

Wellist is seeking a mission-driven Engagement and Support Manager to help make life easier
for patients, employees, and their families. In this crucial role as a player/coach, you will spend
40% of your time directly supporting employees and patients via phone or onsite at hospital
locations in Connecticut. The remaining 60% of your time will be dedicated to managing your
team to improve team performance and enhance user experience.
As an individual contributor, your responsibilities will include creating personalized resource
lists to meet each user's unique needs, handling sensitive and challenging situations with
empathy and efficiency to ensure best-in-class service and user satisfaction. It will also include
introducing the Wellist program onsite at client locations in Connecticut, driving awareness, and
leading one-on-one interactions with users to discuss the types of resources that would be most
helpful for them.
As a direct manager of 4-6 employees, you will be a hands-on problem solver while utilizing the
"see one, do one, teach one" model. You will closely monitor and manage team outcomes to
ensure service standards are met and take proactive steps to address any issues that arise. You
will be responsible for Wellist's user engagement metrics, exceeding client expectations and
KPIs and ensuring the Support team is achieving agreed upon metrics.
As the team expends, your role will increasingly focus on managing your team and less on
providing direct user support. You will also be tasked with refining and evolving Wellist's
Support playbook to align with the company's growth. This will involve assessing and improving
all processes, tools, and operations (e.g., scripting, CRM and telephony systems) to develop
recommendations on how best to scale the organization in line with the business' evolving needs.
This role is a full-time in person position and will primarily be in Wellist's Back Bay office. The
Manager must also have availability to travel 2-7 days per month to clients sites in Connecticut
as needed.
What You Will Do
Direct User Support: Provide timely, friendly, and supportive communications to
patients, employees, families, and hospital staff by phone, email and/or mail. Create and
share personalized support lists for patients, employees, and families utilizing Wellist's
directory of vetted, hyperlocal resources
Performance Management: Ensure support team members are meeting the agreed-upon
performance standards. This includes Ambassador enrollments, call center answer rates
and handle time, inquiry turnaround time and other contracted client performance
indicators. Provide guidance and support to direct reports to improve performance
indicators
Team Development: Recruit, hire, onboard, and train support team members as needed
Operations Refinement: Evaluate current support processes and tools to identify
opportunities for optimization and recommend strategies to effectively scale operations as
the business grows
What You Bring to Wellist

Experience driving results as a player/coach: Eager to both manage performance of the
team and contribute directly to Wellist's end user experience. You'll actively manage
team performance while also directly engaging with patients and employees via email
and the phone

Management experience: At least two years experience managing call center operations
and entry level employees, ideally in a lean, scrappy environment

Confidentiality and discretion: Integrity and adherence to SOCII, HIPAA and Wellist
guidelines in managing patient and employee information

Strong communication skills: Both written and verbal; ability to manage employees
both in-person and remotely

Operations experience: Experience in and energy for updating and optimizing
operations, processes, and tools to enhance team efficiency and effectiveness

About Wellist
Wellist is a mission-driven digital health company that provides HR leaders with a cutting-edge
aggregator capable of personalizing the "right resource, right time". The solution leverages
Wellist's precision resource matching platform, hyper-targeted activation campaigns, and
employee-generated data to simplify benefits access, amplify value from existing benefits
partners, and meaningfully reduce cost.
Wellist's outstanding contributions have been recognized by organizations including Fast
Company (Most Innovative Companies Human Resources), MassTLC (Most Innovative
Technology of the Year), Rock Health (Top 50 in Digital Health, Diversity Leadership),
American Business Awards (Company of the Year, Silver Stevie) and BostInno (50onFire).

Why work here
A meaningful mission - join a team that makes a real difference for patients, employees
and their loved ones.
Outstanding benefits - excellent medical and dental insurance coverage, life &; disability
insurance, 3 weeks of PTO, and 401k contribution
Personal growth - opportunity to accelerate your career with a high-growth, high-impact
wellbeing company.

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