JOB DESCRIPTION

DEPARTMENT: ACE

POSITION: Program Concierge

REPORTS TO: Sr. Director , Coaching & Clinical Operations

SUPERVISES: No

JOB CLASS : Non - Exempt (Part-Time 9:30am-2:30pm, Temporary)

COMPANY OVERVIEW :

Wondr Health is the proven leader in digital behavior transformation. Leveraging over 15 years of behavior change experience and partnership with health plans and employers, Wondr Health delivers interrelated, personalized, skill-building programs for full-spectrum weight management, mindfulness and movement that improve the physical and emotional health of participants. Powered by Wondr’s data-driven engagement expertise and personalized programming, and supported by expert content and coaching, the company’s flexible and scalable solutions engage populations, improve quality of life and health outcomes, and prevent and reduce the cost of chronic health conditions. To learn more, visit www.wondrhealth.com .

PURPOSE :

We are seeking a passionate and motivated Contract Program Concierge to join our team. For the duration of this contract, you will be the first point of contact for new participants, guiding them through the onboarding process and ensuring a seamless transition into our digital wellness program. You will play a vital role in enhancing participant engagement and satisfaction, setting the stage for long-term success.

ESSENTIAL FUNCTIONS :

• Communicate with participants via phone, email, chat or SMS.

• Support Key Client Success Metrics: Provide dedicated onboarding support to participants from key clients, ensuring they feel welcomed and well-informed, actively monitoring engagement to maximize participation and achieve high starter rates within the program.

• Manage Outbound Messaging to Drive Engagement: Execute targeted outbound messaging plans by sending personalized messages to participants at specific points in their program journey, based on set timelines and participant progress, to ensure consistent engagement and support.

• Personalized Welcome and Orientation: Reach out to new participants with a warm, friendly introduction, providing essential information about the program and its features.

• Technical Support: Provide troubleshooting assistance for participants facing technical issues with the program’s digital platform, ensuring a smooth onboarding experience.

• Engagement Check-Ins: Conduct regular check-ins during the first two weeks to assess participants’ progress, answer questions, and encourage goal tracking and community involvement.

• Handoff to Health Coaches: Facilitate a smooth transition for participants to their health coaches or ongoing support resources as they move beyond the onboarding phase.

• Feedback Collection: Gather feedback from participants about their onboarding experience to help refine and improve the process.

KNOWLEDGE, SKILLS, AND ABILITIES :

• Timeliness: Ensure all scheduled messages and onboarding milestones are completed on time.

• Accuracy: Adhere to program timelines and guidelines, ensuring precise and personalized messaging for each participant.

• Engagement: Achieve or exceed target engagement benchmarks, contributing to high starter rates and participant satisfaction.

• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and empathetically. Typing speed 50 -70WPM.

• Tech-Savvy: Proficiency with digital communication tools and platforms; comfort with technology and troubleshooting is essential.

• Interpersonal Skills: Strong interpersonal skills with the ability to build rapport and trust with diverse participants.

QUALIFICATIONS :

• Problem-Solving: Ability to think critically and address participant concerns promptly and effectively.

• Motivated and Organized: Self-motivated with excellent organizational skills to manage multiple participant onboarding processes simultaneously while maintaining a high standard of support and attention to detail.

Education:

• Education: Bachelor’s degree in health sciences, psychology, nutrition, or a related field is preferred.

Experience:

• Experience: Prior experience in customer service, health coaching, wellness program facilitation, or a related field is a plus.

• Experience with Customer Service Tools: Familiarity with customer service platforms (e.g., Zendesk, Salesforce, or similar) is a plus, enabling efficient tracking, communication, and resolution of participant inquiries.