Position Title:  Nurse Advisor

Company: Well-funded stealth company focused on disrupting healthcare through a differentiated consumer experience and a world-class data & analytics engine to drive engagement and behavior change. The product will sell directly to both Fortune 500 CEOs and full risk populations, integrating layers of analytics, digital, concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve health.  A key differentiator to drive the company’s success will be a highly diverse, engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.

Reporting To: Sr Manager of Member Services

Start Date: October 7, 2019

Team: At Well, our members are at the core of everything we do. The role of our Member Services team is to create frictionless experiences for our members and to serve as an advocate for them.  Healthcare is complicated, and we are here to help our members navigate the system and implement lifestyle changes that lead to a healthy and productive life. Our offices may resemble a call center, but we are far from that! Everything from the mission to the technology to the type of talent we are looking to hire is different.  We seek to forge real relationships, while serving our members and their families with deep empathy.

Position Summary:  We are looking for a dynamic and collaborative leader with a passion for supporting a strong, empathetic team.  You will help lead a team who engages consumers in differentiated ways that will drive better health outcomes and find excitement in working with a diverse team to help consumers improve their health and wellbeing.  The team will provide a consumer-centric and seamless experience for our members. You will provide support and guidance to your team of clinicians and serve as the subject matter expert in many cases. You will partner with Well Advisors to ensure both our members and associates have a fantastic experience. In this highly collaborative role, you will be a coach for your team, which requires an open mind and a desire to be the most effective.

Responsibilities

  • As a Nurse Advisor, you will help lead a team of Nurse Advocates and Specialists (Pharmacy and Behavioral Health)
  • Ensure members have a smooth and positive experience every time they interact with a Health Guide
  • Manage contact center floor, support Health Guides, manage escalations and troubleshoot issues as needed
  • Partner with Member Services to manage the inbound contact queue, monitor agent performance, and ensure daily KPIs are met
  • Contribute to a friendly and inclusive work environment aligned with Well’s core values
  • Maintain strict confidentiality according to HIPAA guidelines and company policies
  • Assist with training and on-boarding of new team members
  • Collaborate with cross-functional members and have the ability to influence other clinicians and non-clinicians

Critical Skills/Competencies

  • You have demonstrated nursing professionalism and clinical excellence
  • You are a strong leader with a can-do attitude
  • You have demonstrated skill in building and developing strong teams
  • You lead by example, willing to manage challenging escalations and do what is necessary to support the team
  • You will not stop until you find the best answer or find someone who can get to the answer
  • You are process-oriented; know how to define goals, measure success and standardize
  • You are able to form and maintain highly empathic, trusting relationships with our customers
  • You are passionate about health and wellness and about helping others proactively manage their health and wellness journeys
  • You can make autonomous decisions but also know when to collaborate with a team to arrive at the best decision
  • You are eager to work in a fast-paced startup environment and are adaptive to change
  • You have the ability to remain composed and understanding even during tense or urgent situations
  • You are agile when working with competing priorities
  • You are a strong believer in efficient and effective in your work
  • You will be proactive and display deep empathy when communicating with members

Qualifications and Key Requirements

  • Passion for consumer-first health experiences as well as empathy and respect for diverse colleagues and consumers
  • Superior leadership and interpersonal communication skills
  • Strong organizational skills, attention to detail, and the ability to prioritize and multitask
  • Excellent analytical and critical thinking skills
  • Strong clinical judgment and assessment skills
  • Comfort working in a fast paced, always evolving, dynamic start-up environment, operating under a test-and-learn mindset while maintaining soundness of the operation
  • Experience with healthcare software and/or contact center technology
  • Proficiency with tools such as G-Suite, JIRA, AirTable and Salesforce

Education and Experience

  • Bachelor’s degree in nursing
  • Active, unrestricted North Carolina RN license and ability to obtain additional state licenses as needed
  • 2+ years experience in a nursing leadership role within a health care setting
  • Previous experience in healthcare contact/support center, health and wellness coaching, or care coordination is preferred

Location Specifications

  • This role is located in our exciting new space on Franklin Street (Chapel Hill, NC).

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission. We embrace diversity and are committed to building an inclusive team.

 

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