Bilingual Member Services Agent I at Vida Health

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

High school diploma or equivalent required; Associate's or Bachelor's Degree preferred
Minimum 2-3 years of experience in a customer service or call center role, preferably within the healthcare industry
Strong verbal and written communication skills
Fluent in verbal/written English and Spanish
Excellent problem-solving and active listening abilities
Proficiency in using CRM and ticketing systems
Ability to work efficiently in a fast-paced, member-focused environment

Responsibilities

Conduct outbound outreach to members using motivational interviewing and rapport building to explain and promote enrollment in Vida’s free program
Handle inbound calls from members to conduct assessments, answer questions, assist with program enrollment, app navigation, general inquiries, or status updates
Provide exceptional customer experience by responding to inquiries with professionalism, empathy, and efficiency, while educating and promoting relevant program offerings
Accurately document all member interactions and resolutions in the Member Services system, maintaining confidentiality per HIPAA regulations
Proactively resolve member concerns, escalate complex issues, and ensure timely follow-up
Adhere to company protocols for compliance with healthcare standards, addressing concerns and overcoming objections
Support ad-hoc Member Services projects, including updating training, leading peer sessions or meetings, brainstorming scripting improvements, and quality monitoring
Engage in ongoing training and professional development to maintain service skills and industry knowledge
Champion a welcoming, solutions-driven, member-focused service environment
Consistently meet and exceed inbound and outbound KPIs, plus other duties as assigned

Skills

Key technologies and capabilities for this role

BilingualMotivational InterviewingHIPAA ComplianceCustomer ServiceOutbound CallingInbound CallingCRM DocumentationApp Navigation

Questions & Answers

Common questions about this position

What is the employment type and compensation structure for this role?

This is a full-time, non-exempt hourly position.

Is this Bilingual Member Services Agent I role remote or office-based?

This information is not specified in the job description.

What qualifications are required for the Bilingual Member Services Agent I position?

A high school diploma or equivalent is required, with an Associate's or Bachelor's degree preferred, along with being bilingual. Minimum 2-3 years of experience is implied from the context.

What is the company culture like at Vida Health for this role?

The culture emphasizes a welcoming, solutions-driven, and member-focused service environment, with collaboration on projects to enhance service quality and continuous improvement.

What makes a strong candidate for the Bilingual Member Services Agent I role?

Ideal candidates have exceptional problem-solving skills, a passion for service excellence, professionalism, empathy, and the ability to use motivational interviewing while meeting KPIs.

Vida Health

Personalized healthcare programs using technology

About Vida Health

Vida Health provides personalized healthcare programs targeting conditions like diabetes, obesity, depression, and hypertension. The company combines human-centered care with technology, employing registered dietitians, physicians, expert coaches, and therapists who connect with clients through video chats. This personal interaction is enhanced by customized digital interventions and educational content, which are tailored to each member's needs using machine learning and data from devices like glucose monitors and fitness trackers. Vida Health stands out from competitors by adopting a pay-for-performance model, where it only receives payment if it successfully helps clients improve their health outcomes. This commitment to results has led to significant improvements in medication adherence, weight loss, and reductions in depression among users.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$210.6MTotal Funding

LATE_VCCompany Stage

AI & Machine Learning, HealthcareIndustries

501-1,000Employees