Part Time Backup Care Support Specialist
$39,520–$45,760 year
RemoteUnited States
Job Summary
Deliver a responsive experience to Wellthy members navigating Backup Care (BUC) by resolving reimbursement, provider, and platform issues across email, phone, live chat, and Intercom. Triage general BUC status and care event questions, immediately escalating urgent same-day needs, caregiver no-shows, and complex policy edge cases to the on-call BUC Specialist. Own front-line resolution of payment-timing inquiries, account platform issues, and provider vetting status updates while maintaining clean tagging and documented internal notes. Contribute to monthly analytical reviews of support volume and escalation patterns to surface recurring pain points for product and process fixes. Report directly to the Backup Care Manager.
Required Qualifications
- Associate degree or equivalent
- 1-3 years in front-line member support, customer service, or administrative experience
- Work experience in healthcare, caregiving, benefits administration, or a related field
- Remote work experience
- Proficiency with macOS systems, GSuite, Slack, Zoom, 1Password, and Intercom
- Ability to distinguish between issues resolvable with available access/tools and those requiring escalation, and to make that judgment call quickly
- Strong real-time problem-solving skills with the ability to meet SLAs, especially for urgent/same-day care situations
- Strong communication and empathy skills, particularly for de-escalating frustrated members and caregivers
- Comfort navigating policy nuance and referencing edge-case decision trees or knowledge base tools rather than guessing
- Technical competency and curiosity about how AI and other tools can support faster, more accurate resolution
- Strong internet connection
- Quiet space to take calls
- Professional (distraction free) environment
- Private, with secure (not public) internet and phone access
- Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
- Location in a US state other than Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, or West Virginia
Desired Qualifications
- Experience with front-line customer/member support, ideally in healthcare, caregiving, or benefits administration
- Experience supporting or working knowledge of employee benefit programs and familiar with navigating program details like day usage rules, reimbursement process, eligibility checks, and provider network basics
- Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively
- Work experience in healthcare, caregiving, benefits administration, or a related field preferred
- Contribute to monthly analytical reviews of BUC-related member support volume, resolution rate, and escalation patterns
- Participate in regular syncs with the BUC team to review recurring issues, policy changes, and platform updates
- Surface patterns in member/caregiver issues (e.g., recurring platform bugs, confusing policy areas) to inform process or product fixes
- Open to learning, experimenting, and evolving
- Experience with front-line customer/member support, ideally in healthcare, caregiving, or benefits administration
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