Patient Support Specialist (Fixed-Term Contract)

6-month fixed-term contract, onsite in Boston, MA.

About the role

At Wellist, we are building the support system we would want for our own loved ones. For more than a decade, we've helped patients, employees, and families navigate life's most challenging moments, connecting them to the right support, from everyday needs to complex life situations. As a Wellbeing Specialist, you will be at the center of that experience, helping people navigate difficult moments and connect to support that makes a real difference. This is a high-performance, metrics-driven environment where we move quickly, manage multiple priorities, and hold ourselves to exceptional standards, because the people we serve deserve nothing less.

Responsibilities

• Deliver White-Glove Human Support
  • Serve as a trusted guide for individuals navigating life challenges, making every interaction feel personal, empathetic, and supportive while operating with speed, precision, and consistency.
  • Support patients and family members via phone and email.
  • Listen carefully to understand both stated and unstated needs.
  • Help individuals navigate sensitive or complex situations.
  • Provide clear next steps and thoughtful follow-up.
• Connect People to the Right Support
  • Provide personalized recommendations from the Wellist platform.
  • Conduct custom research when additional support is needed.
  • Contact providers to verify availability, cost, and fit.
  • Identify creative solutions that truly solve the user's challenge (e.g., finding a caregiver support group, financial assistance during treatment, or a dog walker for someone recovering from surgery).
• Support the People We Serve
  • Collaborate with hospital teams and HR leaders to ensure individuals receive the help they need.
  • Act as a trusted representative of Wellist with client partners.
  • Help staff understand how Wellist can support the people they serve.
  • Resolve questions and remove barriers to accessing resources.
• Day-to-Day Tasks
  • Manage multiple concurrent cases while maintaining quality, accuracy, and response times.
  • Handle inbound requests from members, caregivers, and partner staff, documenting intake carefully, assessing needs, and identifying resources.
  • Research and verify resources to ensure accuracy and availability.
  • Conduct outreach to introduce the program, follow up on referrals, confirm needs, and/or ensure access to resources.
  • Communicate clearly and thoughtfully with patients, caregivers, and partner staff across phone and written channels.
  • Consistently meet responsiveness metrics while maintaining a high bar for quality in every interaction.

Qualifications

The people who succeed at Wellist tend to be:

• Committed to excellence in every interaction and consistently raising the bar.
• Naturally curious problem-solvers who go beyond the obvious answer.
• Highly organized and able to manage multiple priorities without losing quality.
• Calm, steady, and empathetic in emotionally sensitive situations.
• Relentless about follow-through and solving the full problem.
• Energized by high-performance, metrics-driven environments where both speed and quality matter.
• Believe people deserve to feel supported, especially in life's hardest moments, and that delivering that support requires consistently high standards.

Relevant Experience

• Social services, caregiving, or community support roles
• Customer support or concierge-style service
• Healthcare navigation or patient support
• Benefits or HR support
• Hospitality or high-touch service environments

Candidates from hospitality, healthcare navigation, or concierge-level service environments often thrive in this role.

Skills

• Exceptional written and verbal communication
• Emotional intelligence and empathy
• Strong research and problem-solving ability
• Attention to detail and organization
• Comfort learning new technology platforms
• Commitment to privacy, confidentiality, and integrity

Benefits

• Excellent medical, dental, and life insurance
• Generous PTO and parental leave

Why Work Here

• Help build the support network we want for our loved ones.
• Meaningful mission – Join a team building the support system we all want for our loved ones.
• Opportunity to grow – Help define how a Series A digital health startup scales with enterprise clients.
• Award-winning culture – Recognized by Fast Company, MassTLC, Rock Health, and more.

At this time, Wellist will not sponsor a new applicant for employment authorization or offer any immigration-related support for this position.