WellDoc, Inc.

  • Customer Care Associate - Bilingual

    Job Locations US-MD-Columbia
    # of Openings
    Customer Service/Support
  • Overview

    WellDoc® is a leading digital health company revolutionizing chronic disease management to help transform lives. Our groundbreaking technology is guiding individuals through the complicated journey of living with chronic diseases, with a goal of improving their health and helping them to be more balanced. We are the first digital health company based on a life science business model with a foundation that is built on randomized clinical trials that demonstrate significant clinical outcomes. We have mastered diabetes management by taking an aggressive and innovative approach that utilizes sophisticated logic and precise algorithms, and integrates the most advanced mobile technology, behavioral insight, and diabetes education for those living with type 2 diabetes.

    Our FDA-cleared, proven digital therapeutic, BlueStar®, provides real-time and timely individualized coaching and support, as well as diabetes educational tools that are actionable and personal. Our clinical evidence shows a 1.7 to 2.0-point mean A1C reduction for adults living with type 2 diabetes who used BlueStar®. In November 2017, the IQVIA Institute for Human Data Science (formerly Quintiles/IMS) named BlueStar the “top app” in clinical diabetes treatment. For more information, visit www.welldoc.com.




    Job Purpose


    You have the opportunity to join an emerging leader in mobile healthcare that is evidence-based and focused on improving outcomes through changing patient behavior. You will personally play a significant role in contributing to the organization’s success as an administrative assistant for our organization, continuing the launch of the first FDA-cleared mobile prescription therapy, BlueStar.


    The mobile health industry is one of the fastest growing sectors of healthcare, where medical devices, telecommunications, IT, and disease management intersect to deliver coordinated care and value in ways never before envisioned. As such, novel approaches will be necessary for selling and implementing BlueStar. Your initiative, creativity, and drive for excellence will be critical to the success of this role.


    As a Customer Care Representative, you will apply your talent and best-in-class Customer Care experience to support the successful launch of our flagship product, BlueStar. You will be expected to take the ball and run with it in a hands-on manner, to deliver best-in-class quality customer service to both patients and healthcare providers in a friendly and compassionate way.







    • Provides exceptional product technical, patient support and reimbursement customer service support to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly
    • Handles any inbound communications driven from the BlueStar Customer Care hotline
    • Handles outbound communications with key stakeholders (i.e. patients, care coordinators, provider representatives etc.) as necessary
    • Data entry of relevant documents and referrals that are faxed to the BlueStar Customer Care fax queue
    • Effectively utilizes various means of data collection, including but not limited to phone, fax, mail, and online methods
    • Detailed documentation of notes to the designated system or platform of any inbound and outbound communications conducted
    • Identifies and reports any product support and/or reimbursement trends/delays to management
    • Works on problems of moderate scope where analysis of data requires a review of a variety of factors and exercises judgment within defined standard operating procedures to determine appropriate action
    • Performs other related duties as assigned (i.e. assisting other departments, projects, front desk etc.)


    Required Skills & Experience


    • Two (2) years of experience directly related to the work to be performed; progressive responsibility preferred
    • Experience providing product technical support in a call center environment preferred
    • Must be bilingual in Spanish
    • Ability to proficiently use Microsoft Excel, Outlook and Word
    • Ability to communicate effectively both orally and in writing
    • Ability to build productive internal/external working relationships
    • Has a basic understanding of the pharmaceutical/medical device/digital health industry
    • Strong understanding of Mobile applications and devices
    • Strong interpersonal and customer service skills
    • Strong organizational skills; attention to detail
    • Experience working in a team-oriented, collaborative, fast-paced environment
    • Must be adaptive to be comfortable in a changing organizational dynamic
    • Positive, can-do attitude


    Required Education                   


    Requires broad training in fields such as business administration, accounting, computer sciences, medical billing and coding, or similar vocations generally obtained through completion of a two year associate’s degree program, technical vocational training, or equivalent combination of experience and education


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