Brief Overview 

Amwell is seeking a motivated and enthusiastic Support Operations Specialist to join the Customer Support & Operations team at Amwell. The role is cross-functional, driving centralization and standardization of support operational functions across the teams who support our customers and providers. The Support Operations Specialist requires a working understanding of key business initiatives, project planning skills, technical curiosity, and experience executing and coordinating support and system updates. Working closely with our Elevance Healthy Impact team and Level 1 Support vendor, the Support Operations Specialist functions as a true partner by developing a working knowledge of client account activities specific to ongoing maintenance and support. 

Core Responsibilities 

• Provide ongoing support for live client systems and applications to promote a stable telehealth service, focusing on Elevance’s Healthy Impact services. 

• Centrally own operational management, coordination, and communications of post go-live ongoing customer support tasks, including but not limited to managing the Healthy Impact support queue, assisting members with account, device and program issues, and reporting requests. 

• Conduct ongoing Level 1 operational support, working with L1 vendor Conduent on tasks including but not limited to tooling access requests, case follow-up requests, and training/knowledge updates. 

• Establish sustainable relationships with internal and external stakeholders by having a deep understanding of key business initiatives and delivering results. 

• Review ongoing support activities and work with operations and support managers to ensure goals are met with quality. 

• Execute on, manage, and continuously enhance operational support processes and tools, working to improve tools and processes that enable the team to deliver quality results at scale. 

• Shadow internal teams to gain working knowledge of client system and application configurations and program objectives. 

• Add a personal touch to the support engagement making the customer feel known and understood by reviewing work history to assure familiarity with the system environment. 

Qualifications

• BA or BS Degree preferred, or equivalent of 2 or more years of Customer Support, Project Management, Consulting experience. 

• Accountable, critical thinker that is both detail and action oriented, nimble learner. 

• Ability to manage time, meet aggressive deadlines, utilize sound project management methodologies (processes, best practices, tools, and templates). 

• Capable of managing and executing on multiple initiatives simultaneously and achieve goals with evolving scope. 

• Effective communicator with the ability to assess risks and blockers early, as well as the comfort level to raise with leadership to minimize inefficiencies and provide a delightful client experience. 

• Working experience with Microsoft Office products (e.g., Word, Excel, PowerPoint), Atlassian products (e.g., Confluence, JIRA), and Salesforce products 

Do Well. Live Well. At Amwell. 

Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day.  

Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members.    

We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you’ll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are.  

Benefits 

• Flexible Personal Time Off (Vacation time)


• 401K match


• Competitive healthcare, dental and vision insurance plans


• Paid Parental Leave (Maternity and Paternity leave)


• Employee Stock Purchase Program


• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program


• Free Subscription to the Calm App


• Tuition Assistance Program


• Pet Insurance 

Salaried, Exempt Roles

The typical base salary range for this position is $59,600 - $65,000.  The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors.  In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

https://business.amwell.com/company/privacy-notice-applicants