Member Activation Specialist
PowerToFly, New Bremen, OH, United States
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
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 escalation 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
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
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Responsibilities
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 escalation 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
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
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