Member Activation Specialist

Wellthy is seeking a Member Activation Specialist to proactively engage eligible and enrolled members, guiding them to activate, enroll, and engage with Wellthy’s care solutions. This high-touch, high-judgment role is responsible for driving member action, resolving confusion, and supporting families through their care journeys.

Responsibilities will include:

• Conduct outbound outreach to eligible but not yet enrolled members, those stalled in the funnel, newly enrolled but not activated, and previously engaged members to re-engage them
• Convert interested or eligible members into active members by assisting with enrollment completion and identifying the first action they need to take
• Rapidly evaluate a member’s unique family situation to determine which Wellthy service is the best fit, ensuring members feel heard and supported from the start
• Support on-site and near-site Patch Sites with enrollment efforts, driving eligible parents to sign up and utilize available care
• Execute high-volume outreach via phone, email, and text to members who have signed up but haven’t yet engaged, as well as to re-engage previous users
• Use phone, SMS, email, and chat strategically to drive member conversion and activation
• Respond to inbound member inquiries across phone, email, live chat, and text with empathy, clarity, and urgency
• Assist members in understanding their eligibility and how Wellthy’s services can support their care needs
• Assess member situations, ask thoughtful questions, and route or escalate issues appropriately
• Maintain high-quality service standards while meeting response time and activation targets
• Identify and resolve member bottlenecks related to enrollment, eligibility, platform access, or next steps
• Troubleshoot basic technical or process-related issues and escalate when necessary
• Recognize patterns in member confusion or objections and share insights with leadership and cross-functional partners
• Act as the “eyes and ears” on the ground, sharing common member pain points to inform product improvements
• Recognize situations requiring Incident Response or escalation, initiate appropriate next steps, and stay engaged through resolution or handoff
• Support member inquiries from first contact through resolution, ensuring timely follow-up and clear communication

You’re a great fit if you:

• Have 2–4+ years of experience in a high-volume, conversion-oriented role in inside sales, customer support, enrollment, or member services
• Are comfortable with outbound outreach to members and families
• Are a natural communicator—on the phone and in writing—who blends empathy with a clear call to action
• Thrive in a fast-paced environment and enjoy hitting daily and weekly activation goals, managing multiple conversations and tasks
• Stay with a member until their issue is resolved and they are successfully enrolled
• Have deep empathy for family caregivers and a desire to simplify the complex world of care

Preferred qualifications:

• Familiarity with tools such as Intercom, Zoom, HubSpot, or similar platforms
• Experience in healthcare, benefits, or B2B2E environments is a plus

Total Compensation

The starting salary for this position is $60,000–$75,000.

Additional benefits include:

• Medical, dental, and vision benefits within 30 days of hire
• Retirement savings account with matching company contributions
• Mental health benefits
• 15 days paid vacation, with two additional days for each subsequent year (up to a maximum of 25 days)
• Sick and Caregiving Days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (born or adopted) and pregnancy loss leave