Nurse Well Guide

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact to our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product -- a consumer health engagement platform -- integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.  We promote an employee- and member-centric culture, which you can learn more about here: https://www.well.co/careers.

Position Title: Nurse Well Guide

Reports to: Head of Member Services 

Location: Chapel Hill, NC (On-Site) 

Start Date: June 2024

Salary Range: This role could be hired for within the range of $60,000-$70,000, based on qualifications. 

Bonus Potential: 6% of salary (paid quarterly)

Position Summary:

The role of Well’s Member Services team is to create frictionless experiences for our members and help them achieve their best health. At Well, our members are at the core of everything we do. Our offices may resemble a contact center, but we are so much more than that! We are seeking to forge sustained relationships with our members by serving them with empathy, and we are looking for team members who are excited to join our efforts to pursue this goal! 

Our nurses are part of a diverse team that provides a consumer-centric experience for members who call or communicate through digital channels, such as chat. Well nurses use clinical knowledge, experience, and expertise to help these members improve and maintain their health and wellness; without practicing nursing or providing direct clinical care.  Specifically, our nurses help our members by  providing supportive communication, guidance, and education to engage Well members in differentiated ways that will drive better health outcomes by using evidence-based tools to provide care navigation, coaching and care management support.  In short,  we consider ourselves a health promotion environment, where you will utilize your nursing expertise to support our members but you will not provide direct care, such as performing clinical assessments, creating nursing care plans or performing patient evaluations. You will serve more as a coach and your approach will be consultative, as you will build relationships with members that enable behavior change and promote self-efficacy through targeted health engagement.  You will report to the Head of Member Services, and be a valuable part of the dynamic, member-first and collaborative culture of the Well team.

Key Responsibilities: 

• Help our members achieve health and wellness goals and navigate the complexities of the healthcare system, and help identify and remove barriers to care. 
• Collaborate with a diverse team of other clinicians and non-clinicians within Member Services; support and be supported by subject matter experts in customer service, behavioral health, pharmacy, and health insurance.
• Interface with Well members, based on their preference (chat, phone), to create a dialogue around health and wellness that is personalized to the individual member.
• Support members by connecting them with most appropriate care to remove barriers and ultimately improve health outcomes
• Proactively connect with members to follow up on previous health related questions or in response to new health information received about the Well member.
• Communicate and support innovative behavior change programs through phone and digital means.
• Take personal responsibility for keeping all Well systems and data, including sensitive member data, secure and safe, according to Well data and security policies and HIPAA guidelines.
• Accurately update and document information, based on communications with the member.

Qualifications:

• Active LPN / RN license in North Carolina
• 3+ years experience with direct patient care preferred
• Previous experience in the following areas: healthcare contact/support center, health and wellness coaching, care management, or care coordination preferred
• Bilingual (Spanish / English) preferred but not required
• Superior interpersonal communication skills with the ability to adjust your communication style based on the person