Member Engagement and Insights Specialist

WellBe Senior Medical is launching a High‑Performance Outreach Analytics & Engagement Lab to reinvent how seniors are engaged, educated, and scheduled for in‑home medical visits. This innovation‑driven, patient‑centered role focuses on testing, refining, and scaling next‑generation outreach strategies for high‑risk senior populations. 

In this role, you will conduct outreach calls and analyze those conversations to uncover why members accept or decline visits, how trust is built, and which approaches most effectively lead to in‑home appointments. Insights from this work will directly shape WellBe’s future engagement models across the organization. 

Member Outreach & Engagement 

• Conduct outbound calls to eligible WellBe members to educate them on in-home care benefits and schedule visits 

• Establish trust and rapport through empathetic, authentic, and patient-centered conversations 

• Navigate objections and concerns with a focus on understanding, not pressure 

• Clearly articulate the value of WellBe’s in-home care model in a way that feels personalized and credible 

Innovation & Insight Generation 

• Analyze call outcomes to identify patterns, confounders, and drivers of success or resistance 

• Participate in structured reviews of call recordings and transcripts 

• Provide qualitative feedback on messaging, positioning, and conversation flow 

• Test new engagement approaches and provide real-time feedback on what works and why 

• Collaborate with leadership and analytics partners to refine outreach strategies 

Collaboration & Experimentation 

• Work closely with peers in the Innovation Lab to share learnings and insights 

• Partner with leadership, analytics, and technology teams to inform future engagement models 

• Contribute to the development of best practices that can be scaled across WellBe 

ADDITIONAL SKILLS & COMPETENCIES 

• Adaptive thinker who thrives in environments where processes are evolving rather than fully scripted
• Strong interpretation & critical-thinking skills; able to reflect on conversations & extract insights
• Comfortable balancing execution (calling members) with analysis and experimentation
• Demonstrates a natural ability to build trust, particularly with seniors & vulnerable populations
• Motivated by mission and impact, not just productivity metrics
• Open to feedback, coaching, and iterative improvement
• Comfortable working in a virtual / remote environment
• High-potential internal candidates with demonstrated curiosity, empathy, and growth mindset (if applicable)
• Proficient in Microsoft Office Suite, especially Microsoft Excel, Word, and PowerPoint 
• Experience using a Customer Relationship Management (CRM) systems (Salesforce) 
• Proficiency in call center software administration/development (CCaaS) (e.g. RingCentral, NICE, Etc.) 
• Proficiency with navigating EHR and scheduling systems 
• Proficiency in reporting, analytics related to contact center operations  
• Healthcare industry (Medicare) knowledge is a plus 
• Desire to tackle complex challenges and transform them into solutions. 
• Proven ability in managing multiple priorities, with the ability to work in a fast-paced environment. 
• Ability to form solid cross-functional relationships and influence others to drive to a common goal.