Member Care Advocate II

ABOUT WELLTH Wellth is a fast-growing, growth-stage digital health company headquartered in Los Angeles. Our mission is to motivate people living with chronic conditions to make healthier choices, every single day. We use behavioral economics, habit science and technology to motivate lasting behavior change in some of the highest need and most underserved populations in the US (Medicare and Medicaid), drastically changing their quality of life and health outcomes. We have demonstrated results with several large insurers and health systems (e.g. reducing hospitalizations by over 40%), and are now rapidly scaling. Our goal is to be the category leader in improving health outcomes for hard-to-engage populations. A key difference at Wellth compared to other digital health companies is that our users (Members) actually use Wellth every single day - think TikTok tier daily engagement (and data generation!). But most importantly, our work quite literally saves lives by stabilizing chronic disease patients and preventing disease progression, hospitalization, and other bad outcomes. We are a mission-driven company where you work with incredible talent and see tangible differences directly from your impact and influence. ABOUT THE ROLE As a Member Care Advocate at Wellth Rewards, you’ll be a trusted guide for our members. You will help members navigate their personalized Wellth program, resolve technical issues, and access healthcare services available through their insurance and care providers. This is a non-clinical role focused on proactive support and guiding members. You'll help connect members to appropriate care and resources, such as primary care providers, prescription services, or transportation options, acting as an advocate and facilitator. Your goal is to remove barriers to care and set each member up for success in managing their health. WHAT YOU’LL DO - Answer questions about the Wellth Rewards program and assist with technical or app-related questions and needs. - Assist with healthcare access tasks, such as finding a medical provider, scheduling appointments, or arranging follow-up care. - Help members access tools and services available through their health plan (e.g., BP cuffs, Rx delivery, transportation). - Advocate on behalf of members by helping them understand and access the benefits and resources available to them. - Re-engage members who are struggling with app check-ins or adherence. - Communicate with members across channels (phone, text, email) with empathy and clarity. - Escalate complex or unique issues through appropriate channels. - Continuously evaluate and provide feedback on strategies to best support and increase impact for members. - Performs other duties as assigned WHO YOU ARE We’re looking for someone who has: - Excellent customer service and communication skills - Empathetic, proactive, and solution-oriented approach - Strong critical thinking and organizational skills with the ability to problem solve and navigate multiple tools - Highly proficient using technology and learning new systems quickly - Bilingual (English/Spanish) - Prior customer service or healthcare navigation experience - Prior working experience and understanding of health insurance or care coordination - High school diploma or equivalent Preferred Experience - Experience working with diverse or underserved populations Schedule Availability: This role requires availability for designated shifts to ensure coverage between 8:00 AM PST and 4:00 PM EST. Shift assignments depend on team coverage needs, employee location, and time zone. PHYSICAL DEMANDS & WORKING CONDITIONS Prolonged periods of sitting at a desk and working on a computer. You will enjoy working with us at Wellth. The benefits of working with us include: - Flexible working arrangements, supporting strong remote-first practices and tools - Robust Paid Time Off and generous parental leave program. - Health, dental, vision insurance, in addition to FSA/HSA plans. - Ability to have a positive impact on people who need it most. - Support of a highly dedicated team focused on building the future of healthcare. Hourly Compensation: $27-$30/hour   Wellth is an equal opportunity employer. We value diversity at our company. We do not discriminate based on race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or other protected characteristics.