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User Support Associate

| Greater Boston Area
If you or a loved one has ever experienced a major medical event, you know how overwhelming it is to process the flood of information that follows—whether it’s hastily delivered guidance from your doctor, or a pile of paperwork on managing your recovery. And once you get home, it can feel impossible to know where to start, or how to stay on track to reach your health goals.
At Wellframe, we’re helping healthcare organizations fill this gap, so people can get the holistic resources and support they need to feel their best, outside traditional care delivery settings. Through our patented platform, Wellframe translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients through the Wellframe mobile app. As patients engage with the Wellframe app, their data is shared in real time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early intervention alerts. With secure two-way messaging, Wellframe facilitates long-term, trusted relationships between patients and care teams.
Department Overview
The Client Strategy and Operations team leads the transformation of clinical services with our clients through our mobile-enabled technology, analytics, and innovative approaches to workflow redesign - either directly with payers and providers or through medical device, behavioral health, and other healthcare partners. This team is responsible for successfully implementing the Wellframe solution with new clients, managing ongoing client relationships, and identifying opportunities for account growth and expansion. We continuously work to improve the experience of client staff and patient end-users of the Wellframe solution and to exceed overall account metrics of success. As a team, we have a lot of fun in what we do, are data-driven in our approach, have a passion for health and health care, and never stop working to make our clients successful in their path to innovating services for their patients.
Position Overview
The User Support Associate will be the first line of response for inbound communications via our helpdesk, ensuring all Wellframe users have a smooth experience with the Wellframe product, including the patient-facing mobile app and the clinician-facing dashboard. The role entails daily contact with our users to assist them with using the Wellframe app and dashboard and helping to troubleshoot issues as they arise, as well as working with internal stakeholders to optimize our service delivery, internal processes, and product.
In addition to responsive support communications and becoming an expert in our products and clients, the User Support Associate will be critical in building and maintaining the Wellframe resources and tools that our clients’ clinical staff need to succeed, such as our online help resource center and training materials.
The ideal candidate for this role is a self-starter who has a strong sense of urgency and the flexibility to adapt in a fast-changing environment. Standout employees in this role will have the opportunity to take on increased responsibilities and grow professionally within Wellframe. This role does not involve assuming responsibility for medical care of users, or addressing any clinical needs.

Responsibilities:

  • Provide the first line of response communications for inbound user requests for help via email and telephone
  • Resolve user requests including but not limited to answering product questions, guiding users through registration, directing users to additional resources, providing basic troubleshooting, and escalating issues when appropriate
  • Become an expert in our technology platform and services and be comfortable walking others through it
  • Collaborate with internal teams on support process enhancements by providing feedback and updating documentation
  • Help identify potential risks as they emerge that may impact service quality
  • Represent the voice of Wellframe’s end users to provide feedback to internal teams to help improve users’ experience
  • Assist with development of trainings and support materials
  • Create new content for our online help resource centers as new features are developed and based on trending support topics

Ideal Candidate:

  • Bachelor’s degree and 0-2 years experience in a professional setting
  • Strong written and verbal communications skills (verbal and written)
  • Passionate about providing an outstanding customer support experience, displaying active listening, and taking a data-driven approach to identify areas for training improvement and opportunities for product enhancement
  • Eager to learn new technologies and comfortable using and learning multiple software tools; experience with Zendesk a plus!
  • Strong time management skills and multitasking ability with excellent attention to detail
  • "No task is too small" attitude, with a passion for service excellence and eagerness to learn
  • No healthcare background is necessary - this is a great way to get your foot in the door!

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

An Insider's view of Wellframe

What are some social events your company does?

Wellframe’s social events go beyond the regular happy hours (which we also do). Earlier this week, my team went bowling; with the Women of Wellframe group, we watched Ocean’s 8 together and have a potluck picnic coming up; and later this summer, we’ll all indulge in a beach day. It’s all made me feel a part of the company even as a new member.

Fabiola

Client Operations Associate

What's the biggest problem your team is solving?

Wellframe's engineering team is passionate about blending data, cutting edge technologies and security to build products that have a direct positive impact on patients' quality of life. To that end, we are currently designing the next generation of our architecture while expanding our infrastructure.

Mohammad

VP, Engineering

What is your vision for the company?

We see an opportunity over the coming years to work with more and more organizations that allow us to impact more patients more profoundly, and so we are investing a lot to not only grow commercially and bring on more clients and new partnerships, but to take on more ownership over helping our partners engage more with their patients or members.

Jake

President & CEO, Co-Founder

What makes someone successful on your team?

Tenacity: We go the extra mile to make our partners successful and inspire each other with our thirst for excellence.
Collaboration: We work constructively across disciplines to solve hard problems together.
Humility: We are never finished learning and growing, and we value the perspective and experiences of those around us.

Evan

Director of Talent

What are Wellframe Perks + Benefits

Wellframe Benefits Overview

Wellframe recognizes that an employee benefits program is necessary for the health and well-being of our employees and their families. We are pleased to offer our employees one of the most competitive and comprehensive benefits packages in the industry.

Culture
Volunteer in local community
Wellframe participates in quarterly volunteer activities. In the past we've volunteered at More than Words, Community Servings, Boston Healthcare for the Homeless and West End Boys and Girls Club.
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
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