Position Title:Member Services Operations Analyst

Reporting to:  Sr. Director of Member Service Operations

Location: Chapel Hill, NC 

Salary Range: $47,000

Bonus Potential: 6% of salary (paid quarterly)

About the Company:

The mission of Well (https://www.well.co) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. 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.

Note that all new hires at Well are required to adhere to our COVID Vaccination Requirement Policy to keep our team, their families and our communities safe and healthy.

About the Team:The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health. 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! The primary member-facing role (contact center “agent”) is the Well Guide, who answers questions related to medical benefits, coaches our members to set and obtain their health goals, and helps them navigate the healthcare system.

About the Role:

We’re looking for a collaborative and high performing collaborator with a passion for delivering optimal outcomes for both our Member Services team and our members. This role provides critical support to the entire Member Service Center in the areas of workforce management support, reporting and tooling, and operations coordination. In this highly collaborative role, these responsibilities are critical in preparing the Member Services department for scale.

Key Responsibilities:

WorkForce Planning and Support: 

• Partner in the development of staffing models and forecasts to ensure adequate staffing is maintained in the Member Services Center. 
• Support tracking of monthly payroll hours and all overtime spent against forecasted hours. 
• Partner with Member Services Leadership to maintain day to day shift scheduling for the entire Service Center team, tracking all unplanned absences and adherence to planned schedules.
• Maintain and document requests for planned PTO made by the Member Services team. 
• Ensure that Member Services Leadership reviews all time off requests in a timely manner, in coordination with inbound demand. 
• Track schedule adherence issues within the Member Services team, and report weekly into areas of opportunity to support.
• Track compliance inside of Genesys status adherence, and report weekly on areas of opportunity to support.

Reporting:

• Maintain metrics dashboards via Tableau and Excel to provide Well and the Member Services leadership with visibility into Service Center performance. 
• Ensure relevant operations performance data is captured and tracked, and serve as the point of contact to generate ad hoc reports as needed to support the Service Center operation. 
• Partner with the Member Services Delivery Lead to maintain and support all inbound reporting requests, including weekly cross functional KPI reports.

Operations Coordination

• Provide support for new hires' first day checklist, and serve as the point person for all internal issues flagged by the new hires.
• Participate in Member Services recruiting events, ensuring potential new hires have a great experience. 
• Partner with the Member Services trainer to ensure all training documents are accessible, in the correct location, and support adherence to the training schedule. 
• Partner with HR and Member Services Leadership to support various tasks to ensure smooth transition between the operation, training and new hires. 
• Partner with the Member Services Leadership team and trainer to support and coordinate all new client launches, ensuring all relevant documents for the launch are obtained, training are scheduled, and program deliverables are uploaded to the correct location. 
• Model servant leadership behavior on and off the floor, making sure the team is fully supported.

Qualifications:

• Bachelor's Degree or relevant combination of work experience and credentials required.
• 3-5 years experience in a customer-centric environment is preferred but not required.
• Familiarity with Excel, including data management and basic analysis using functions.
• Tableau experience preferred
• Comfortable with Salesforce and Genesys reporting. 
• Exceptional written, verbal, and analytical skills with the ability to explain concepts.
• Comfort working in a fast paced, always evolving, dynamic environment, operating under a test-and-learn mindset while maintaining soundness of the operation.
• Ability to work as a team member as well as independently.
• Exceptional problem-solving skills and ability to prioritize workload.

Location Specifications

• This role is located on-site in Chapel Hill, NC.

Additional Job Information

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. 

Applicants must be currently authorized to work in the United States on a full-time basis.