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Tier 2 Customer Care Representative

Welldoc Inc Columbia, MD

  • Expired: October 30, 2021. Applications are no longer accepted.

If you’ve ever wished you had a job that could make a difference in someone’s life, this is your chance to support a new approach to chronic care management. Welldoc is pushing the industry forward – helping health plans, health systems and employers move beyond traditional health coaching and consumer mobile apps. As a pioneer in digital therapeutics, we're helping to simplify people's healthcare experience, drive improved self-care, and support consumer empowerment.

Welldoc has two randomized clinical trials and 50+ peer-reviewed studies that clearly demonstrate the clinical impact of our solution. Welldoc was the first to receive FDA clearance for a diabetes software solution (Class II Medical Device) and continues to drive market innovation across conditions. In an extremely crowded space, we offer differentiated approaches while ensuring value for our clients through performance-based payments.

Join a winner! In 2019, Welldoc’s precision, real-time feedback solution was recognized as Best Personal Health App (MedTech Breakthrough Awards) and Best-Established App (Digital Diabetes Congress). If you are passionate about driving the health care industry forward to better improve the lives of patients, members, and employees, let's talk!

Job Purpose

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, implementing, and supporting our line of digital products.

As a Tier 2 Customer Care Representative, you will apply your expertise in best-in-class

Customer Care experience to support users of Welldoc’s digital products. You will be expected

to help the Company deliver best-in-class quality customer service to our patients, healthcare providers and clients in a friendly and compassionate way.


In this role your responsibilities in this exciting role will include:
Providing exceptional customer service support to internal and external customers; resolving any customer requests in a timely and accurate manner; escalates complaints accordingly
Handling outbound communications with key stakeholders (i.e., patients, care coordinators, provider representatives etc.) as necessary
Effectively utilizing various means of data collection, including but not limited to phone and online methods
Detailed documentation of notes to the designated system or platform of any communications conducted and for ticket updates
Identifying and reporting any product support and/or trends/delays to management
Working 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
Works closely with the product engineering team to both analyze and investigate product technical issues and complaints
Works with the IT Infrastructure team to work through system outages and resolution timeframes
Following up on tickets to closure while ensuring we are meeting designated client SLAs
Runs SQL queries to pull data relevant to conduct analysis on incidents related to our products
Support as Tier 1 in overflow inbound calls as necessary
Support in outbound call campaigns as necessary
Performing other related duties as assigned (i.e., assisting other departments, projects etc.)

Required Skills & Experience
3 -4 years of experience directly related to the work to be performed; progressive responsibility preferred
Experience with running SQL queries to fetch data from database tables
Experience providing product technical support in a call center environment preferred
Ability to proficiently use Microsoft Excel, Word and Gmail
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
Possess a highly analytical and a critical problem-solving thought process
Positive, can-do attitude
Welldoc operates in an ISO 13485 and MDSAP regulated environment. Therefore, it is expected that all employees will have either, prior experience working in those environments or, will be trained to understand the requirements needed to work and support those requirements and culture as they relate to individual roles and responsibilities.

Required Education
High School Diploma or equivalent
Preferred: Bachelor’s degree in an IT-related major or 2-year technical degree
SQL certification is a plus!

Welldoc Inc


Columbia, MD
21044 USA



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