Service Excellence Support Specialist - Braselton, GA

Job Summary

We are seeking a detail-oriented and highly motivated Service Excellence Support Specialist to join the Wellspect Direct-to-Patient Operations team. This role plays a critical function in ensuring service quality, operational efficiency, and seamless order fulfillment across the patient’s journey.

Responsibilities

• Conducts call monitoring and process reviews to assess service quality and adherence to compliance and customer experience standards.
• Identifies trends, gaps, and coaching opportunities to improve team performance and patient experience.
• Supports development and delivery of Quality Business Reviews (QBRs) to highlight performance insights and recommendations.
• Investigates and resolves operational issues including stuck orders, shipment discrepancies, and fulfillment delays.
• Partners with internal teams to ensure timely resolution and minimal disruption to patient care.
• Escalates recurring or systemic issues and contributes to long-term corrective solutions.
• Assists with product and system setup activities, including adding new items and maintaining accurate operational data.
• Serves as a key partner to the Billing team when there are issues preventing order confirmation after shipping.
• Collaborates with Operations and IT teams on system updates and process changes.
• Promotes cross-functional collaboration with Care Coordinators, Customer Care, Billing, and Operations teams to resolve service and process issues.
• Communicates clearly on issue status, root cause, and next steps.
• Supports alignment across teams to ensure consistent service delivery.
• Identifies process inefficiencies and recommends improvements to enhance service quality and operational flow.
• Supports implementation and monitoring of new processes and workflows.
• Contributes to operational excellence initiatives and post-implementation tracking.
• Provides guidance and shares best practices with internal teams.
• Supports onboarding and training of new team members as needed.

Education

• A high school diploma or equivalent required.
• An associates or bachelor’s degree in operations, business, or healthcare administration, preferred.
• Medical billing skills or education a plus.

Experience

• 1–3 years of experience in operations, customer service, quality assurance, or healthcare support role preferred.
• Experience in call center operations, DME, medical device, or healthcare environment strongly preferred.

Key Skills, Knowledge, and Capabilities

• Proficient in English; strong written and verbal communication skills required.
• Strong analytical and problem-solving skills with ability to identify root causes and trends.
• Ability to listen to calls throughout the day, and provide routine feedback to other team members.
• Excellent organizational skills and a high degree of attention to detail are fundamental to success.
• Strong comfort level with computer-based tasks, including working across multiple systems or screens simultaneously.
• Proficiency in standard office software (e.g., Microsoft Office Suite); experience with BrightTree and Salesforce highly desirable.
• Able to work both independently and collaboratively in a fast-paced, team-oriented environment.
• Able to utilize or knowledge of call center telecommunications software (i.e. dialer systems).