Wellworks For You

Customer Support

• Answer incoming calls, live chat messages, and emails to assist participants with inquiries, provide program information, and resolve issues
• Deliver professional, friendly, and accurate customer service across all communication channels
• Return missed calls, voicemails, and offline chat messages within established turnaround times
• Follow up with participants via email, phone, or chat as needed to ensure resolution
• Maintain a high level of customer satisfaction and advocate for participant needs and feedback
• Identify trends in participant inquiries and communicate insights to leadership to improve service delivery and reduce volume
• Collaborate with team members during meetings to share feedback, trends, and process improvements
• Maintain strict compliance with HIPAA and confidentiality standards when communicating to members
• Support additional departmental tasks and special projects as needed
• Process high-volume data entry related to wellness program participation, including visit verification and health metrics
• Review, validate, and enter participant form submissions for accuracy and completeness
• Audit previously entered forms to ensure data integrity and identify discrepancies
• Communicate with participants regarding missing or incomplete form information
• Ensure all forms are processed and/or audited within established deadlines
• Maintain strict compliance with HIPAA and confidentiality standards when handling protected information
• Partner with Account Management and internal teams to provide updates on participation and program data
• Support additional departmental tasks and special projects as needed

Customer Support Specialist