Customer Care Associate

Overview

Welldoc®, a digital health leader revolutionizing cardiometabolic care, is integrating personalized, real-time and actionable insights into the daily lives of individuals living with cardiometabolic conditions, enabling improved health and outcomes. Welldoc’s comprehensive digital health platform provides AI-powered digital coaching across pre-diabetes, diabetes, hypertension, heart failure and weight and obesity management, with integrated mental wellbeing and sleep support. Welldoc’s flagship product, Blue Star®, is an FDA-cleared digital health solution that guides individuals through the complicated journey of living with diabetes by enabling them to self-manage their care while enhancing connections to their healthcare team.

These capabilities are now integrated into the Welldoc platform, providing comprehensive and flexible support across conditions. Welldoc partners with health plans, health systems and employers with the goal of extending care, improving health and reducing costs. The company has achieved 11 510(k) clearances for diabetes functionality within its digital health platform, and an IP portfolio of 40+ patents for its advanced AI and first-in-class tech.

With over 75 clinical publications, Welldoc has also built an extensive library of clinical research, including many publications focused on the value of combining CGM with AI-powered digital health solutions. Welldoc is a thought leader in the evolving world of AI powered digital health and has been showcased in prestigious conferences and publications, including South by Southwest, Wall Street Journal and the Economist.

Welldoc has been named the “Best Overall Digital Health Company” by Med Tech Breakthrough. The company recently received the 2024 Innovation Award and was a finalist for the AI Excellence Award from Business Intelligence Group.

For more information, visit  Follow us on Linked In and Twitter.

The mobile health industry is one of the fastest growing sectors of healthcare, where medical devices, telecommunications, IT, and disease management intersect to deliver coordinated care and value in ways never before envisioned.

This is a contract position that will likely last three to four months with the possibility to extend for the right candidate. As a Customer Care Associate, you will apply your expertise in best-in-class Customer Care experience to support users of Welldoc’s products. You will be expected to help the Company deliver best-in-class quality customer service to both patients and healthcare providers in a friendly and compassionate way.

In this role your responsibilities in this exciting role will include:

• Providing exceptional customer service support to internal and external customers; resolving any customer requests in a timely and accurate manner; escalates complaints accordingly
• Handling outbound communications with key stakeholders (i.e. patients, care coordinators, provider representatives etc.) as necessary
• Effectively utilizing various means of data collection, including but not limited to phone and online methods
• Detailed documentation of notes to the designated system or platform of any inbound and outbound communications conducted
• Identifying and reporting any product support and/or trends/delays to management
• Working on problems of moderate scope where analysis of data requires a review of a variety of factors and exercises judgment within defined standard operating procedures to determine appropriate action
• Performing other related duties as assigned (i.e. assisting other departments, projects etc.)

• Two (2) years of experience directly related to the work to be performed; progressive responsibility preferred
• Experience providing product technical support in a call center environment preferred
• Ability to proficiently use Microsoft Excel, Word and Gmail
• Ability to communicate effectively both orally and in writing
• Ability to build productive internal/external working relationships
• Has a basic understanding of the pharmaceutical/medical device/digital health industry
• Strong understanding of Mobile applications and devices
• Strong…