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
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 via phone, using motivational interviewing and rapport building to explain benefits and encourage enrollment in Vida’s free program
Handle inbound calls from members to conduct assessments, answer questions, assist with program enrollment based on interests and health goals, and help with app navigation, general inquiries, or status updates
Provide exceptional customer experience by responding to inquiries with professionalism, empathy, and efficiency, while proactively educating and promoting Vida program offerings
Accurately document all member interactions and resolutions in the Member Services system, following processes to maintain service integrity, transparency, and HIPAA confidentiality
Proactively resolve member concerns by identifying solutions, escalating complex issues, and ensuring timely follow-up
Adhere to company protocols for compliance with healthcare standards, prioritizing member satisfaction and addressing concerns/objections with clear solutions
Support ad-hoc Member Services projects, including updating training, leading peer sessions/team meetings, brainstorming scripting improvements, and quality monitoring
Engage in ongoing training and professional development to sharpen service skills and stay informed on industry best practices
Champion organizational excellence by creating a welcoming, solutions-driven, member-focused service environment
Consistently meet and exceed inbound/outbound KPIs and perform other duties as assigned

Skills

Motivational Interviewing

Customer Service

HIPAA Compliance

Outbound Calling

Inbound Calls

Rapport Building

Problem Solving

Documentation

App Navigation

Program Enrollment

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