This role will be based in our Braselton office and requires an on-site presence five days per week.

Job Summary:

We are seeking a detail-oriented and highly motivated Service Excellence Support Specialist to join the Wellspect Direct-to-Patient Operations team. This role plays a critical function in ensuring service quality, operational efficiency, and seamless order fulfillment across the patient’s journey.

The Service Excellence Support Specialist is responsible for monitoring service quality through call reviews (i.e. listening to recorded calls) and process observation, identifying improvement opportunities, and supporting resolution of operational exceptions such as order issues and shipment delays. This role also supports product and system setup activities, maintains accurate operational data, and serves as a key partner to the Billing team when there are issues preventing order confirmation after shipping.  The ideal candidate brings strong problem-solving skills, operational awareness, and attention to detail, with the ability to work across teams to drive service consistency and continuous improvement. This is an excellent opportunity for an early-career professional interested in operations, quality, and service excellence within a healthcare environment.

Responsibilities:

Service Quality Monitoring & Improvement

• Conducts call monitoring and process reviews to assess service quality and adherence to compliance and customer experience standards.
• Identifies trends, gaps, and coaching opportunities to improve team performance and patient experience.
• Supports development and delivery of Quality Business Reviews (QBRs) to highlight performance insights and recommendations.

Operational Exception Management

• Investigates and resolves operational issues including stuck orders, shipment discrepancies, and fulfillment delays.
• Partners with internal teams to ensure timely resolution and minimal disruption to patient care.
• Escalates recurring or systemic issues and contribute to long-term corrective solutions.

Systems & Product Support

• Assists with product and system setup activities, including adding new items and maintaining accurate operational data.
• Supports data integrity across systems to ensure downstream accuracy in ordering, billing, and reporting.
• Collaborates with Operations and IT teams on system updates and process changes.

Cross-Functional Collaboration

• Partners with Care Coordinators, Customer Care, Billing, and Operations teams to resolve service and process issues.
• Communicates clearly on issue status, root cause, and next steps.
• Support alignment across teams to ensure consistent service delivery.

Continuous Improvement & Operational Support

• Identifies process inefficiencies and recommend improvements to enhance service quality and operational flow.
• Supports implementation and monitoring of new processes and workflows.
• Contributes to operational excellence initiatives and post-implementation tracking.

Training and Knowledge Sharing

• Provides guidance and share best practices with internal teams.
• Supports onboarding and training of new team members as needed.

Additional Duties

• Performs other responsibilities as assigned in support of team and departmental goals.

Education:

• High School diploma or equivalent required.

• Associates/Bachelor’s degree in an operations, business, or healthcare admin, preferred
• Medical Billing skills/education a plus

Experience:

• 1–3 years of experience in operations, customer service, quality assurance, or healthcare support role preferred
• Experience in call center operations, DME, medical device, or healthcare environment strongly preferred

Key Skills, Knowledge, and Capabilities:

• Proficient in English; strong written and verbal communication skills required.
• Strong analytical and problem-solving skills with ability to identify root causes and trends
• Ability to listen to calls throughout the day, and provide routine feedback to other team members
• Excellent organizational skills and a high degree of attention to detail are fundamental to success.
• Strong comfort level with computer-based tasks, including working across multiple systems or screens simultaneously.
• Proficiency in standard office software (e.g., Microsoft Office Suite); experience with BrightTree and Salesforce highly desirable
• Able to work both independently and collaboratively in a fast-paced, team-oriented environment.
• Occasional travel may be required (<5% annually).

• Ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems) 

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