Experienced Member Support Specialist - Transforming Healthcare through Exceptional Member Experience

Join Virta Health on a Mission to Revolutionize Type 2 Diabetes and Weight-Loss Care

Virta Health is at the forefront of a healthcare revolution, dedicated to transforming the lives of individuals with type 2 diabetes and weight-related issues. With a robust backing of over $350 million from top-tier investors and partnerships with major health plans, employers, and government organizations, Virta is poised to make a significant impact. We're on a mission to reverse diabetes in 100 million people and are seeking a compassionate and skilled Member Support Specialist to join our team.

About Virta Health

Virta Health is changing the status quo in healthcare by leveraging innovations in technology, personalized nutrition, and virtual care delivery. Our approach is designed to help people reverse their metabolic conditions, and we're committed to providing a world-class experience for our members. As a Member Support Specialist, you will be the face of Virta Health, providing empathetic and effective support to our members via live chat, email, and phone.

Key Responsibilities

• Respond to member emails in accordance with Virta policies and standards, ensuring timely and effective resolution of queries.
• Engage in live chat during business hours to address applicant, pre-applicant, and member questions, providing a seamless experience.
• Proactively make phone calls to members to troubleshoot issues and solve problems, demonstrating a customer-centric approach.
• Escalate member concerns to relevant teams and stakeholders, ensuring that the member's voice is heard across the organization.
• Meet and exceed internal success metrics for quality assurance, response times, productivity goals, and accuracy, driving continuous improvement.
• Be flexible and available to assist with tasks as needed to support the broader Member Support and Virta teams.

90-Day Plan: Setting You Up for Success

Within your first 90 days at Virta, you'll embark on a structured journey to become an integral part of our team. You'll:

• Acquire in-depth knowledge of the Virta treatment and product, becoming a subject matter expert for our members.
• Familiarize yourself with internal policies, systems, and procedures to effectively address common member inquiries.
• Follow a glide path to ramp up to defined Member Support metric goals, ensuring a smooth transition into your role.
• Build strong relationships within the Member Support team and across the Virta organization, fostering a collaborative environment.

Essential Qualifications

To thrive in this role, you'll need:

• 1-3 years of experience in a direct customer-facing role, with a proven track record of delivering exceptional customer experiences.
• The ability to navigate multiple member interactions and internal systems while working towards clearly defined Member Support goals.
• Experience and comfort with technology, digital tools, and systems, preferably with Zendesk.
• Strong and effective communication skills, with the ability to listen, understand issues, and problem-solve.
• Excellent written and verbal communication skills, with a keen eye for detail.
• Flexibility to work a variety of shifts and schedules, including nights, weekends, and holidays, as requested.
• Comfort working remotely with a self-motivated approach, leveraging technology to stay connected with the team.

Our Values-Driven Culture

At Virta, our company values drive our culture. We prioritize:

• Putting people first, taking care of ourselves, our peers, and our patients equally.
• Embracing a strong sense of ownership and taking initiative while empowering others.
• Focusing on positive impact over busy work, driving meaningful outcomes.
• Promoting transparency and trust through open access to information.
• Being evidence-based, prioritizing data and science in our decision-making.
• Taking calculated risks and rapidly iterating to drive innovation.

Career Growth and Learning Benefits

At Virta Health, we're committed to your growth and development. As a Member Support Specialist, you'll have opportunities to:

• Develop your skills in a fast-paced, evolving environment.
• Expand your knowledge of the healthcare industry and Virta's innovative approach.
• Take on new challenges and responsibilities as you grow with the company.

Work Environment and Company Culture Highlights

As a remote member of our team, you'll enjoy:

• The flexibility to work from anywhere, with a focus on work-life balance.
• A collaborative and supportive team environment, despite the physical distance.
• Opportunities to connect with colleagues and leaders through virtual events and activities.

Compensation, Perks, and Benefits

We're offering a competitive salary of $20/hour for this role. Our benefits package includes a range of perks designed to support your well-being and career growth. For more information on our benefits, please visit our Careers page at https://www.virtahealth.com/careers.

Security and Privacy Training

As part of your role, you'll have access to sensitive patient information governed by HIPAA. We'll provide comprehensive security and privacy training to ensure you're equipped to handle this information with confidentiality and integrity.

Join Our Talent Community

If this role isn't the perfect fit, we invite you to join our Talent Community and follow us on LinkedIn to stay connected and informed about future opportunities.

Are You Ready to Make a Difference?

If you're passionate about delivering exceptional member experiences and are driven by a mission to transform healthcare, we want to hear from you. Apply now to join Virta Health as a Member Support Specialist and be part of a team that's changing lives.