Member Services Agent, Vida Health
$21 - $21 an hour
Virtual care for physical and mental illnesses
Open for applications
Virtual care for physical and mental illnesses
501-1000 employees
Open for applications
$21 - $21 an hour
501-1000 employees
Company mission
To eradicate chronic illness, both physical and mental.
Role
Who you are
- 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
What the job involves
- We are seeking a dedicated and highly customer-focused Member Services Agent I to join our healthcare organization. This role is responsible for handling member inquiries with professionalism, accuracy and empathy to ensure a seamless and high-quality customer experience.
- The ideal candidate will have exceptional problem-solving skills, a passion for service excellence and a commitment to delivering personalized and effective solutions through clear communication and responsiveness
- Outbound outreach to members who may or may not have heard of Vida via our phone system. Use Motivational interviewing and rapport building to explain the benefits of enrollment into Vida’s program, which is free to the member
- Take in-bound calls from members to conduct assessments, answer questions related to services, assist with program enrollment based on interests and health goals and help members with app navigation, general inquiries or status updates related to prior phone or email interactions
- Provide an exceptional customer experience by responding to member inquiries with professionalism, empathy and efficiency, while proactively identifying opportunities to educate and promote Vida program offerings that best meet member needs
- Accurately document all member interactions and resolutions in the Member Services system, following established processes to maintain service integrity and transparency ensuring member confidentiality at all times according to HIPAA regulations
- Proactively resolve member concerns by identifying solutions and escalating complex issues to the appropriate departments while ensuring timely follow-up and resolution with the member
- Adhere to company protocols to ensure compliance with healthcare standards while prioritizing member satisfaction and quality service delivery, effectively addressing concerns and overcoming objections to provide clear, informed and reassuring solutions or program offerings
- Support Member Services projects on an ad-hoc basis, including updating training, leading peer sessions or team meetings, brainstorming scripting improvements and quality monitoring working collaboratively with team members to enhance service quality, streamline processes and contribute to a culture of continuous improvement
- Engage in ongoing training and professional development to sharpen service skills and stay informed on industry best practices
- Champion the organization’s commitment to excellence by creating a welcoming, solutions-driven and member-focused service environment, ensuring that every member receives accurate, reliable and high-quality support
- Consistently meet and exceed inbound and outbound Key Performance Indicators (KPIs) as well as other duties as assigned, demonstrating a commitment to responsiveness, accuracy and service excellence
Our take
Technology presents a vast range of solutions to help improve the quality of care that individuals can access, including health tracking apps, digital medical appointments and virtual health coaching. However, these innovations have ultimately resulted in a tangle of resources and solutions which can be difficult or inconvenient to access.
Vida Health integrates a wide variety of these innovations in the healthcare industry into packages, aiming to provide improved healthcare to individuals, employers and health insurers with an organized selection of physical and mental health services. This approach is more convenient and effective than finding and signing on to individual services, and Vida has accordingly grown a large customer base including the likes of PayPal, ebay and Prudential.
With the mass of options available to improve healthcare becoming overwhelming, Vida Health has been smart to identify the need for an integrated solution. Investors agree - it has attracted significant levels of funding. Going forward the company is well poised to grow further as employers increasingly realize the importance of supporting their employees' mental and physical health needs.
Steph
Company Specialist at Welcome to the Jungle
Insights
-28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$28.5m
LATE VC
May 2021
$110m
SERIES D
Total funding: $216.5m
Company benefits
- Flexible paid time off
- Paid parental and family leave
- Learning and development opportunities
- Monthly wellness benefit
- Vida program access
- Work from home opportunities
- Comprehensive health plans
Company HQ
Financial District, San Francisco, CA
Leadership
Stephanie Tilenius
(CEO & Founder)Previously VP & GM of PayPal Merchant Services at PayPal SVP & GM - North America and Global Product at eBay and Vice President - Commerce and Payments at Google.
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