Member Support Specialist

Summary

Join Virta Health, a company revolutionizing type 2 diabetes and weight-loss care, as a Member Support Specialist. You will be the primary point of contact for members, assisting them via live chat, email, and phone. This role requires strong communication and problem-solving skills, along with experience in customer-facing roles. You will navigate multiple systems, meet performance metrics, and escalate issues as needed. Virta offers a values-driven culture and opportunities for professional growth. The position is remote, and compensation is $20/hr. Detailed benefits information can be found on the Virta Health careers page.

Requirements

• 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

Responsibilities

• Answer member emails following Virta policies and standards
• Be 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
• 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

Preferred Qualifications

• 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

Benefits

• Security and privacy training will be provided
• Remote work