Job Title: Call Center Specialist

Reports to: Patient Services Manager

FLSA: Non-Exempt

Location: Remote

Hourly Rate: $18.00 - $21.00 per hour

About Wellinks:

Wellinks is the COPD disease management company committed to empowering people to live fully and breathe freely by improving outcomes for those we serve. We are creating a future where COPD care is designed and delivered around the individual and supported by a team striving to help them live a healthier, more fulfilling life. Our partners choose Wellinks to deliver a tailored and personalized health care experience for their members, resulting in improved outcomes at lower costs.

Wellinks is a high-growth company that is rich with mission-driven talent, guided by passionate healthcare leaders, and backed by world class investors. We are headquartered in New Haven Connecticut, conveniently between Boston and New York, and have team members across the US.

Our Values:

Principled: We say what we do and do what we say.

Collaborative: We work together, empower people, and celebrate relationships.

Innovative: We are resilient and learn from all experiences and challenges.

Effective: We measure what matters and are outcomes driven.

Authentic: We celebrate diversity, inclusion, and the perspective of others

Job Summary:

The Wellinks Call Center Specialist plays a key role in ensuring seamless service delivery by coordinating appointments and supporting both new and existing members. Passionate about member engagement, the Call Center Specialist is responsible for scheduling and rescheduling services, while maintaining clear and compassionate communication with all members. This position involves high-volume outbound calling to prospective members, as well as handling inbound inquiries. In addition to scheduling, the Call Center Specialist will assist in the member enrollment process, ensuring that each interaction reflects the mission, vision, and core values of Wellinks. As a vital team member, the Call Center Specialist will also serve as an advocate for members, providing valuable feedback to improve processes and enhance the overall member experience.

This full-time position offers a schedule of 30-40 hours per week, depending on workload.

Responsibilities:

• Make outbound calls to prospective members and provider referrals. There will be high volume calling in this role.
• Handle inbound calls from current and prospective members and customers.
• Document calls, feedback, status of engagement and enrollment.
• Work with Patient Services Manager to troubleshoot, resolve, or escalate member concerns and/or issues.
• Utilize call scripts to handle a variety of inbound and outbound call situations.
• In some cases post enrollment, follow up with members to ensure initial appointment with Clinical Coaches has been scheduled.
• Ability to handle difficult conversations with customers/members by displaying professionalism, grace, and compassion.
• Be a voice of the customer, sharing insightful feedback and concerns to the Wellinks team on critical issues as they arise.
• A focus on customer experience and satisfaction is key to success in this role.
• Consistently meet and attain Key Performance Indicators (KPI’s).
• Perform other duties as assigned.

Required Qualifications:

• High School Diploma
• 1-3 years of experience in a customer centric environment (call center, customer service operations).

• Ability to effectively navigate a PC and utilize MS Office tools.

• Excellent oral and written communication skills, especially over the telephone, to assist and customers with questions or concerns.
• Excellent documentation skills and ability to share critical findings with team members.
• Must be able to diplomatically and thoughtfully overcome objections, handle difficult conversations, and resolve problems.
• Requires good judgment, flexibility, and the ability to work unsupervised or with minimal supervision.
• Must be able to be work in a fast-paced environment.

Preferred Skills:

• Bilingual (English/Spanish)
• Experience working in healthcare
• Bachelor’s or Associate’s Degree

Benefits:

• A competitive compensation package
• Unlimited PTO
• Flexible work policy
• Paid Parental leave
• Health, dental, vision & life coverage
• Matching 401k retirement savings plan

Equal Employment Opportunity

Wellinks embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better and more impactful our work will be! Wellinks is an equal opportunity employer and prohibits discrimination based on race, color, religious creed, age, sex, gender identity or expression, marital status, national origin, ancestry, past or present history of mental disability, intellectual disability, learning disability, physical disability, genetic information, pregnancy, veteran status, or status as a victim of domestic violence or any other characteristic protected by law.