Brief Overview

We are seeking a highly skilled and customer-focused Overnight Support Specialist to join the Amwell Customer Support and Operations team. In this role, you will provide exceptional customer service through our call center and case management systems, assisting patients and providers with platform-related issues. You will act as an extension of the provider’s staff, supporting administrative needs such as calling in prescriptions, issuing sick notes, and guiding providers through the platform. Additionally, you will manage support for our Amwell Crisis Lines, ensuring rapid response for urgent situations. The ideal candidate possesses excellent communication skills, demonstrates a passion for delivering outstanding customer service, and can effectively manage multiple tasks simultaneously. Reliability and punctuality are critical due to the overnight hours of this position.

Core Responsibilities

• Respond to calls from patients, pharmacies, and other entities to resolve post-visit issues efficiently.

• Support AMG providers by calling in prescriptions, issuing sick slips, and assisting with administrative tasks, with provider approval.

• Guide providers and patients through the platform, escalating technical or workflow issues when necessary.

• Escalate cases outside the team’s scope to the appropriate departments to drive resolution.

• Handle and de-escalate dissatisfied or upset patients and providers, providing professional support and guidance.

• Manage after-hours Crisis Lines, including Provider Code Blue, Critical Labs, and the Emergency Hotline.

• Monitor provider waiting rooms, appointments, and patient alerts to ensure timely patient care.

• Efficiently process and resolve assigned cases, maintaining accurate documentation in the system.

• Identify potential patient system abuse and escalate to the appropriate internal teams.

• Stay current with workflow updates, system changes, and operational procedures to provide accurate support.

• Participate in ongoing training to enhance knowledge, technical proficiency, and customer service skills.

• Communicate operational, system, or personnel issues to team leads and management promptly.

Qualifications

• Excellent verbal and written communication skills.

• Reliability and punctuality for overnight shifts.

• Strong time management, multitasking and organizational abilities.

• Ability to remain calm and professional in high-pressure or escalated situations.

• Customer-focused mindset with a commitment to delivering high-quality service.

• Strong problem-solving skills with high attention to detail and documentation habits.

• Adaptability in a fast-paced and evolving environment.

• Proficiency with computer functions, including Microsoft Office and other relevant software programs.

• Familiarity with healthcare or telehealth platforms is a plus.

• Proven track record of exercising good judgment and effectively managing constantly changing priorities in a professional manner.

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

Hourly, Non-Exempt Roles

The typical hourly wage range for this position is $20.00 - $24.00. The actual hourly wage 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. This role may also 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.

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 wage range based on the above factors listed.

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