Wellworks - Customer Support Specialist

Wellworks

The Customer Support Specialist provides high-quality customer service while supporting internal Account Management teams with critical data entry and forms processing functions. This role serves as a primary point of contact for program participants via phone, chat, and email, while also ensuring accurate and timely processing of wellness program forms and data. The position requires strong communication skills, attention to detail, and the ability to balance customer interaction with high-volume administrative responsibilities.

Customer Support Responsibilities

• Answer incoming calls, live chat messages, and emails to assist participants with inquiries, provide program information, and resolve issues
• Deliver professional, friendly, and accurate customer service across all communication channels
• Return missed calls, voicemails, and offline chat messages within established turnaround times
• Follow up with participants via email, phone, or chat as needed to ensure resolution
• Maintain a high level of customer satisfaction and advocate for participant needs and feedback
• Identify trends in participant inquiries and communicate insights to leadership to improve service delivery and reduce volume
• Collaborate with team members during meetings to share feedback, trends, and process improvements
• Maintain strict compliance with HIPAA and confidentiality standards when communicating to members
• Support additional departmental tasks and special projects as needed

Forms Processing & Data Entry Responsibilities

• Process high-volume data entry related to wellness program participation, including visit verification and health metrics
• Review, validate, and enter participant form submissions for accuracy and completeness
• Audit previously entered forms to ensure data integrity and identify discrepancies
• Communicate with participants regarding missing or incomplete form information
• Ensure all forms are processed and/or audited within established deadlines
• Maintain strict compliance with HIPAA and confidentiality standards when handling protected information
• Partner with Account Management and internal teams to provide updates on participation and program data
• Support additional departmental tasks and special projects as needed

Why work with us?

Wellworks For You empowers our employees to make health and well-being a priority at work and in life. Our employees work in a friendly and supportive culture, and receive a competitive compensation and benefits package including:

• Competitive salary
• Growth opportunities
• Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
• 401k with per pay employer match
• Employee Assistance Program through LifeMatters EAP
• Mental health benefits, including access to paid therapy
• Paid maternity leave after 12 months
• Paid Time Off including time off to volunteer in your community and the day off on your birthday
• Casual dress code
• Wellness program and teambuilding opportunities with incentives
• Milestone anniversary program
• Ongoing training and education

• This job is fully remote and will require home internet.
• This role routinely uses standard office equipment such as a computer, multiple monitors, headphones, keyboard and mouse .
• This job is mainly sedentary, sitting for most of the employees’ shift and working at a desk on a computer.
• Job Type: Full-Time, Non-Exempt
• Hours: 10am - 6pm EST, flexibility preferred

The salary range for this position is $38,000-$40,000 based on skills determined in the interview process.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

• 2-3 years of contact center experience (healthcare or wellness experience with strong understanding of HIPAA)
• Administrative experience preferred (healthcare or wellness experience with strong understanding of HIPAA)
• Strong attention to detail with the ability to manage high-volume, accuracy-driven work
• Excellent verbal and written communication skills
• Proven ability to multitask and prioritize in a fast-paced environment
• Demonstrated ability to prioritize tasks and manage time efficiently
• Proficient computer skills with the ability to learn new systems and software quickly
• Ability to maintain confidentiality and handle sensitive information responsibly (HIPAA Compliance)
• Strong problem-solving skills and a service-oriented mindset
• Self-motivated, adaptable, and accountable