Member Activation Specialist

Why Wellthy is for you!

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones.

We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we’re seeking collaborative, curious, and purpose-driven teammates to help us expand what’s possible.

Our work is grounded in the expertise of seasoned care professionals who deeply understand families’ real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery.

We partner with leading companies including more than 35 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members.

We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us.   

As our Member Activation Specialist, you sit at the critical moment between intent and action. You proactively reach out to eligible and enrolled members to help them activate, enroll, and engage with Wellthy’s care solutions. You also respond to inbound member questions, removing friction, resolving confusion, and guiding families to the right next step.

This is a high-touch, high-judgment role. You are accountable for helping members take action, not just answering questions. You blend empathy with urgency, problem-solving with persuasion, and support with measurable activation outcomes.

You will report directly to a Director of Member Growth and Activation.

To be successful in this role:

Direct Member Conversion & Activation

• Conduct outbound outreach to members who are eligible but not yet enrolled, stalled in the funnel, or newly enrolled but not activated, as well previously engaged members to re-engage. 
• 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 (Concierge, Backup Care, etc.) is the best fit, ensuring they feel heard and supported from the first minute.

• Support our on-site and near-site Patch Sites with enrollment efforts — driving eligible parents to sign up and/or utilize on-site/near-site care available to them;
• Execute high-volume outreach via phone, email, and text to members who have signed up but haven't yet engaged with our services, as well as members who’ve previously used Wellthy to re-engage them on their care journeys
• Use phone, SMS, email, and chat strategically to drive member conversion and activation

Member Support & Engagement

• 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 full portfolio can support their specific, real-life care needs. 
• Assess member situations, ask thoughtful questions, and route or escalate issues appropriately when needed. 
• Maintain high-quality service standards while meeting response time and activation targets.

Problem Solving & Friction Removal

• 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 surface insights to leadership and cross-functional partners.
• Act as the "eyes and ears" on the ground, sharing common member pain points with leadership to help inform A/B tests and product improvements.
• Recognize situations that may require Incident Response or additional escalation, initiate the appropriate next steps, and stay engaged to ensure members are supported through resolution or handoff.
  Support member inquiries from first contact through resolution by ensuring timely follow-up, clear communication, and alignment with response time and service level expectations.

Qualifications

To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.

• 2–4+ years of experience in a high-volume conversion-oriented role in inside sales, customer support, enrollment, or member services. 
• Comfort with outbound outreach to members and families who have access to Wellthy
• You are a natural communicator—on the phone and in writing—who can blend empathy with a clear call to action.
• You thrive in a fast-paced environment and enjoy the challenge of hitting daily and weekly activation goals. Ability to manage multiple conversations and tasks in a fast-paced environment.
• You don't just "pass the buck"—you stay with a member until their issue is resolved and they are successfully enrolled.
• Deep empathy for family caregivers and a desire to simplify the complex world of care.

Qualifications that are preferred but not mandatory:

• Familiarity with tools such as Intercom, Zoom, HubSpot, or similar platforms preferred.
• Experience in healthcare, benefits, or B2B2E environments is a plus, but not required.

Total Rewards Package

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

• Remote work environment.
• Medical, dental and vision benefits within 30 days of hire.  
• Retirement saving account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, two additional days for each subsequent years (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 into family or adopted) and pregnancy loss leave.

Role Requirements: 

To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.

Location

This is a remote and US states based opportunity. We ask that you work in a location that is:

• 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
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space 

Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.

What’s Next?

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume.  We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above.   We look for our Wellthians to enhance and advance our company from their past experiences.  Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for.  We hope that you’re encouraged and even excited by that to get started with our process. 

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law.

For information about our Applicant Privacy, please review here: https://app.getguru.com/card/iRgBL8yT/Applicant-Privacy-Policy

For those who require reasonable accommodations, please let us know on your application or email us at [email protected].