Member Engagement and Insights Specialist

About the role

This innovation-driven, patient-centered role focuses on testing, refining, and scaling next-generation outreach strategies for high-risk senior populations. The insights gained will directly shape WellBe’s future engagement models across the organization.

Responsibilities

• Conduct outbound calls to eligible WellBe members to educate them on in-home care benefits and schedule visits
• Navigate objections and concerns with a focus on understanding, not pressure
• Clearly articulate the value of WellBe’s in-home care model in a way that feels personalized and credible
• Analyze call outcomes to identify patterns, confounders, and drivers of success or resistance
• Provide qualitative feedback on messaging, positioning, and conversation flow
• Test new engagement approaches and provide real-time feedback on what works and why
• Collaborate with leadership and analytics partners to refine outreach strategies
• Collaborate with peers in the Innovation Lab to share learnings and insights
• Partner with leadership, analytics, and technology teams to inform future engagement models
• Contribute to the development of best practices that can be scaled across WellBe

Requirements

• Bachelor’s Degree Required
• 2+ years of experience working for a healthcare practice or hospital
• CRM documentation experience preferred
• High level of professionalism
• Strong critical thinking skills
• Strong customer centric focus/service skills
• Strong computer skills, including Word, Excel, and PowerPoint
• Strong verbal, written, presentation, and interpersonal communication skills

Skills and Abilities

• Adaptive thinker who thrives in environments where processes are evolving rather than fully scripted
• Strong interpretation & critical-thinking skills; able to reflect on conversations & extract insights
• Comfortable balancing execution (calling members) with analysis and experimentation
• Demonstrates a natural ability to build trust, particularly with seniors & vulnerable populations
• Motivated by mission and impact, not just productivity metrics
• Comfortable working in a virtual / remote environment
• High-potential internal candidates with demonstrated curiosity, empathy, and growth mindset (if applicable)
• Proficient in Microsoft Office Suite, especially Microsoft Excel, Word, and PowerPoint
• Experience using a Customer Relationship Management (CRM) systems (Salesforce)
• Proficiency in call center software administration/development (CCaaS) (e.g. RingCentral, NICE, etc.)
• Proficiency with navigating EHR and scheduling systems
• Proficiency in reporting, analytics related to contact center operations
• Healthcare industry (Medicare) knowledge is a plus
• Desire to tackle complex challenges and transform them into solutions
• Proven ability in managing multiple priorities, with the ability to work in a fast-paced environment
• Ability to form solid cross-functional relationships and influence others to drive to a common goal

Qualifications

• Ability to lift up to 20lbs. Moving lifting or transferring of patients may involve lifting of up to 50lbs as well as assist with weights of more than 100lbs.
• Ability to stand for extended periods.

Benefits

Details on benefits will be provided in a separate document.

Pay

Details on compensation will be provided in a separate document.

Schedule

Details on the schedule will be provided in a separate document.