VIP Member Success Specialist (Remote)

VIP Member Success Specialist About Wellnite

Wellnite is a fast-growing mental health platform helping people access therapy, psychiatry, and 24/7 AI-powered mental wellness support. We work with major insurance plans and focus on making mental healthcare easier, faster, and more human.

We are looking for a highly capable, detail-oriented, and empathetic VIP Member Success Specialist to support high-priority clients and ensure an exceptional patient experience.

Role Overview

This is not a basic customer support role.

You will work directly with VIP clients, resolve complex issues, coordinate care, manage urgent situations calmly, and act as a trusted point of contact between patients, providers, and internal teams.

We are looking for someone with strong judgment, professionalism, emotional intelligence, and excellent communication skills.

Responsibilities

• Handle inbound calls, texts, chats, and emails from VIP members
• Assist clients with scheduling, rescheduling, cancellations, and provider matching
• Resolve urgent or sensitive member concerns with professionalism and empathy
• Coordinate with therapists, psychiatrists, billing, and operations teams
• Investigate missed appointments, technical issues, and escalations
• Follow up proactively with members to ensure a high-quality experience
• Maintain accurate notes and documentation
• Identify operational problems and suggest improvements
• Provide white-glove support experience for priority members

Requirements

• Native or near-native English communication skills
• Strong phone presence and customer service ability
• Calm under pressure with excellent problem-solving skills
• Highly organized and detail-oriented
• Strong logical thinking and common sense
• Comfortable handling emotionally sensitive situations
• Tech-savvy and able to learn new systems quickly
• Reliable high-speed internet and quiet work environment
• Experience in healthcare, mental health, hospitality, concierge, or high-touch customer support is a plus

Preferred Qualities

• Extremely responsive and dependable
• Friendly, warm, and professional personality
• Ability to multitask without losing attention to detail
• Comfortable speaking with U.S.-based clients
• Able to think independently and make good decisions