Outbound Phone 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 to redefine the healthcare experience. We promote an employee- and member-centric culture where we are passionate about our mission and dedicated to the success of our team.

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. While our offices may resemble a contact center, we are so much more; we forge sustained relationships with our members by serving them with empathy. As an Outbound phone Well Guide, you will focus on proactive engagement, reaching out directly to members via phone to build meaningful connections, and help them navigate the questions they have about the changes to their benefits. Your goal is to serve in educating members on their complex benefits and navigating them through the healthcare system. This is a high volume outbound phone opportunity.

Location: Chapel Hill, NC (On-Site)
Salary Range: $20.43/hr
Close Date: 8/31/26
Start Date: 9/8/2026

Responsibilities

• Conduct proactive outbound calls to engage members around the areas where their benefits have changed.
• Serve as a trusted advisor to help members navigate the complexities of their insurance plan and provide updated and relevant information on the member plans.
• Educate members on available resources and/or relevant benefit information based on the conversation with the member.
• Maintain detailed and accurate records of member interactions within CRM systems while taking personal responsibility for keeping sensitive member data secure according to HIPAA guidelines and Well data policies.
• Consistently meet or exceed outreach campaign goals, including call volume, connection rates, and member engagement targets.

Requirements

• 2-4 years experience inside a high volume outbound call center.
• Preferred experience inside answering questions related to medicare benefits and/or medical insurance plans.
• Genuinely passionate about health, wellness, and helping others proactively manage their healthcare journeys.
• Excellent verbal and written communication skills with a positive, empathetic, and professional style.
• Ability to adjust your style based on the individual to provide a personalized "concierge" experience.
• Comfortable and effective in a high engagement outbound calling environment, maintaining focus and high-quality responses during busy periods.
• Comfortable following traditional outbound calling scripts with the ability to pivot into a workflow based on the member's answers to relevant questions.
• Experience navigating computer systems such as G-Suite, CRM (Salesforce), and ticketing or WFM tools.
• Ability to thrive in a team-oriented, coaching-focused culture where you are hungry to see the world through someone else's perspective.
• A Bachelor’s degree or a relevant combination of customer experience and work history is preferred.
• Experience working in a fast-paced, high-volume environment utilizing automated dialing technology (e.g., predictive dialers, CRM-integrated softphones) to manage member outreach.
• Possesses the resilience to handle rejection professionally and maintain high levels of engagement and positivity throughout a full shift of outbound outreach.