[Hiring] Member Support Specialist @Virta Health

Role Description

As a Member Support Specialist, you will be on the front lines representing Virta Health to assist our current and prospective members with their Virta accounts via live chat, email, and outbound phone. We are partners to celebrate our members’ wins and are there to help solve any difficulties. Our Specialists are empathetic and understanding problem solvers who are comfortable in a fast-paced, constantly evolving environment, and are obsessed with providing a great member experience.

Responsibilities

• Answer member emails following Virta policies and standards
• Available for live chat during business hours to answer applicant, pre-applicant, and member questions
• Make phone calls to members to help solve problems and troubleshoot issues
• Properly escalate member concerns to appropriate teams and internal stakeholders to ensure the voice of the member is heard through the company
• Meet internal success metrics for quality assurance, response times, productivity goals, and accuracy
• Be available to assist with tasks as needed to help support the larger Member Support and Virta teams

90 Day Plan

• Learn about the Virta treatment and product to be a subject matter expert for our members
• Become familiar with internal policies, systems, and procedures to assist members with all common inquiries
• Follow a glide path to ramp up to defined Member Support metric goals (Quality Assurance, One Touch, Response Times, Customer Satisfaction, Productivity)
• Build relationships within the Member Support team and the larger Virta organization

Qualifications

• 1-3 years of experience in a direct customer facing role
• The ability to navigate seamlessly between multiple member interactions and internal systems while working toward clearly defined Member Support goals
• Experience and comfort using technology, digital tools, and systems (preferably experience with Zendesk)
• Strong and effective communication skills, with the ability to listen and understand an issue and problem solve
• Excellent written and verbal communication skills
• Ability to work a variety of shifts and schedules if requested (including nights, weekends, and holidays)
• Comfortable working remotely and self-motivated

Values-driven culture

• You put people first and take care of yourself, your peers, and our patients equally
• You have a strong sense of ownership and take initiative while empowering others to do the same
• You prioritize positive impact over busy work
• You have no ego and understand that everyone has something to bring to the table regardless of experience
• You appreciate transparency and promote trust and empowerment through open access of information
• You are evidence-based and prioritize data and science over seniority or dogma
• You take risks and rapidly iterate

Compensation

For this role, the compensation range is $22/hr.

Privacy and Security

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

Remote Work

As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.

Clinical and Corporate Roles

We currently do not hire in the following states: AK, HI, RI for clinical roles and AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI for corporate roles.

Applicant Tracking System

Virta uses Ashby as its applicant tracking system, which incorporates AI-powered tools (provided by OpenAI, AWS, and Google Gemini) in certain aspects of the recruiting process, including application review, candidate screening, and interview note taking; your data is not used to train AI models, and all final hiring decisions are made by Virta Health personnel.