Wellness Services Representative

About Finity 

Finity, Inc., a leading provider in health intelligence and engagement solutions, seeks a full-time Wellness Services Representative to join our team. 

Our diverse and innovative culture includes technology wizards, dedicated support teams, data scientists, creative artists, and behavior change experts. Our industry-leading products, services, and software support private health plans, hospital systems, and state Medicaid and Medicare members. Our mission is to improve the health and well-being of the various health populations we serve through education, incentivization, and improved accessibility to healthcare supports. 

About the Role 

The Wellness Services Representative works on-site in Finity’s Petoskey, Michigan office and provides excellent customer service to participants in Finity’s health and wellness programs through our call center. The representative also contributes to smooth program and office operations by providing general administrative support as business needs arise. 

The successful candidate will be comfortable managing member-facing customer service responsibilities while also assisting with some day-to-day program and office administrative tasks. 

Responsibilities 

• Conduct inbound and outbound calls for Finity’s health and wellness incentive programs. 
• Accurately summarize and document notes for each call in accordance with Finity’s quality assurance procedures. 
• Provide consistently excellent and professional customer service. 
• Register members for wellness programs. 
• Assist members with navigating wellness portals and ordering catalog items. 
• Manage multiple software programs and interfaces for different wellness programs based on member needs. 
• Provide general administrative and operational support for health coaching programs and the Petoskey office, as needed. 
• Assist with organizing records and documentation, tracking program information, preparing routine reports or summaries, and supporting internal communications and coordination. 
• Maintain consistent punctuality and attendance to provide dependable call queue coverage. 
• Follow best practices regarding HIPAA requirements and the protection of members’ protected health information (PHI) at all times. 

What We Offer 

Our compensation package includes: 

• Competitive paid time off benefit (30 days annually at hire) which includes: 
• 13 days of combined PTO and sick time  
• 5 additional days off during summer or winter company closures  
• 11 company paid holidays  
• 1 day off for your birthday! 
• Beginning in the third year of employment, combined PTO and sick time increase to 18 days for a total of 35 paid days off annually.  
• Comprehensive medical, dental, and vision coverage. 
• Company-paid short- and long-term disability insurance. 
• Company-paid life insurance and supplemental insurance options. 
• Company contribution to an HSA account. 
• Professional development funds. 
• 401(k) with company match. 

All employees must comply with HIPAA and HITRUST security requirements. 

Requirements: 

• At least 1 year of customer service experience; call center environment preferred.  
• Ability to consistently meet established daily and monthly performance benchmarks. 
• Comfortable handling a high volume of inbound calls. 
• Ability to remain professional and composed during member interactions. 
• Ability to work effectively with multiple software programs and interfaces, including call center applications and Microsoft Word, Excel, and Outlook. 
• Good organizational, communication, and analytical skills with strong attention to detail. 
• Ability to conduct member conversations and manage participant information in full compliance with HIPAA requirements and quality assurance standards. 
• Ability to maintain reliable and punctual on-site attendance. 
• Ability to type at least 40 words per minute. 
• Ability to use a computer and monitor throughout the workday. 

Preferred Experience: 

Previous administrative experience in a healthcare or public health setting.