Nurse Well Guide

Well is a healthcare innovation company with the heart of a services organization and the DNA of a SaaS platform. Our Dynamic Engagement System transforms workforce health by uniting AI, human guidance, and proven behavioral science to reduce costs, improve outcomes, and create resilient, thriving workforces. We partner with the world’s largest, most sophisticated employers and the consultants who advise them.

This role is based in Chapel Hill, NC (On-Site).

About the role

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health. Our nurses are part of a diverse team that provides a consumer-centric experience for members who call or communicate through digital channels, such as chat. Well nurses use clinical knowledge, experience, and expertise to help these members improve and maintain their health and wellness without practicing nursing or providing direct clinical care.

You will serve as a coach, building relationships with members to enable behavior change and promote self-efficacy through targeted health engagement. Your approach will be consultative, focusing on supportive communication, guidance, and education to drive better health outcomes.

Responsibilities

• Help members achieve health and wellness goals and navigate the complexities of the healthcare system, identifying and removing barriers to care.
• Collaborate with a diverse team of clinicians and non-clinicians within Member Services, including subject matter experts in customer service, behavioral health, pharmacy, and health insurance.
• Interface with Well members via their preferred communication method (chat, phone) to create personalized dialogues around health and wellness.
• Support members by connecting them with the most appropriate care to improve health outcomes.
• Proactively follow up with members on previous health-related questions or in response to new health information.
• Communicate and support innovative behavior change programs through phone and digital means.
• Take personal responsibility for keeping all Well systems and data, including sensitive member data, secure and safe according to Well data and security policies and HIPAA guidelines.
• Accurately update and document information based on communications with the member.

Requirements

• Active LPN / RN license in North Carolina.
• 3+ years of experience with direct patient care preferred.
• Previous experience in healthcare contact/support centers, health and wellness coaching, care management, or care coordination preferred.
• Bilingual (Spanish / English) preferred but not required.
• Superior interpersonal communication skills with the ability to adjust your communication style for a diverse group of individuals.
• Strong organizational skills, attention to detail, and the ability to prioritize and multitask.

Pay

$31.25–33.65/hour, depending upon experience.

Well is on a mission to redefine the healthcare experience. We embrace diversity and are committed to building an inclusive team. Well is an Equal Opportunity Employer.