Support Specialist

Wellist: Wellbeing Specialist (White-Glove Member Support) Boston, MA (Onsite) At Wellist, we are building the support system we would want for our own loved ones. For more than a decade, we've helped patients, employees, and families navigate life's most challenging moments, connecting them to the right support, from everyday needs to complex life situations. While our platform powers these connections, what truly defines Wellist is the human experience behind it. We are often connecting with people on some of the hardest days of their lives, and that sets a higher bar. Every interaction must be thoughtful, compassionate, and genuinely helpful. As a Wellbeing Specialist, you will be at the center of that experience, helping people navigate difficult moments and connect to support that makes a real difference. This is a high-performance, metrics-driven environment where we move quickly, manage multiple priorities, and hold ourselves to exceptional standards, because the people we serve deserve nothing less. Our expectation is simple: every person should feel heard, supported, and better off because they reached out. We're looking for people who naturally go above and beyond, treating every interaction as if they were helping their own loved one. What You'll Do Deliver White-Glove Human Support You will serve as a trusted guide for individuals navigating life challenges. Your goal is to make every interaction feel personal, empathetic, and supportive while operating with speed, precision, and consistency. Support patients and family members via phone and email Listen carefully to understand both stated and unstated needs Help individuals navigate sensitive or complex situations Provide clear next steps and thoughtful follow-up Many of the people we serve are recovering from illness, caring for loved ones, or navigating financial and emotional stress. How you show up in these moments matters. Connect People to the Right Support Your role is not simply to provide a list of resources. Your responsibility is to identify the best solution for each person's situation. This includes: Providing personalized recommendations from the Wellist platform Conducting custom research when additional support is needed Contacting providers to verify availability, cost, and fit Identifying creative solutions that truly solve the user's challenge Whether it's finding a caregiver support group, financial assistance during treatment, or even a dog walker for someone recovering from surgery, your goal is to leave no stone unturned in helping someone find support. Support the People We Serve You will also collaborate with hospital teams and HR leaders to ensure individuals receive the help they need. This includes: Acting as a trusted representative of Wellist with client partners Helping staff understand how Wellist can support the people they serve Resolving questions and removing barriers to accessing resources You are not just responding to requests, you are taking ownership of the outcome and ensuring each person gets the support they need. What the Day-to-Day Looks Like Manage multiple concurrent cases while maintaining quality, accuracy, and response times Handling inbound requests from members, caregivers, and partner staff, documenting intake carefully, assessing needs, and identifying resources Researching and verifying resources to ensure accuracy and availability Conducting outreach to introduce the program, follow up on referrals, confirm needs, and/or ensure access to resources Communicating clearly and thoughtfully with patients, caregivers, and partner staff across phone and written channels Consistently meet responsiveness metrics while maintaining a high bar for quality in every interaction This is a fast-paced, high-accountability environment. Success requires strong prioritization, attention to detail, and the ability to deliver high-quality work at speed. Who Thrives in This Role The people who succeed at Wellist tend to: Committed to excellence in every interaction and consistently raising the bar Naturally curious problem-solvers who go beyond the obvious answer Highly organized and able to manage multiple priorities without losing quality Calm, steady, and empathetic in emotionally sensitive situations Relentless about follow-through and solving the full problem Energized by high-performance, metrics-driven environments where both speed and quality matter Most importantly, you believe people deserve to feel supported, especially in life's hardest moments, and that delivering that support requires consistently high standards. Relevant Experience Social services, caregiving, or community support roles Customer support or concierge-style service Healthcare navigation or patient support Benefits or HR support Hospitality or high-touch service environments Candidates from hospitality, healthcare navigation, or concierge-level service environments often thrive in this role. Core Skills Exceptional written and verbal communication Emotional intelligence and empathy Strong research and problem-solving ability Attention to detail and organization Comfort learning new technology platforms Commitment to privacy, confidentiality, and integrity Why Work Here Help build the support network we want for our loved ones. At Wellist, our work directly impacts people navigating some of life's hardest moments. We take pride in delivering clarity, compassion, and real help, at a consistently high standard. A meaningful mission – Join a team building the support system we all want for our loved ones. Outstanding benefits – Excellent medical, dental, and life insurance; generous PTO and parental leave. Opportunity to grow – Help define how a Series A digital health startup scales with enterprise clients. Award-winning culture – Recognized by Fast Company, MassTLC, Rock Health, and more. At this time, Wellist will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). #J-18808-Ljbffr