Virtual Assistant

Summary

Join our client’s Clinical Operations team as a Virtual Assistant! In this role, you will provide seamless service operations for customers navigating their health journeys. You will oversee lab testing, diagnostics, consultations, and overall health support. The ideal candidate is highly organized, detail-oriented, and proactive, thriving in a fast-paced environment. You will manage appointments, engage with members, update databases, and resolve issues. This remote position offers flexibility and opportunities for growth.

Requirements

• Be proficient in spoken and written English
• Be able to triage and respond to member concerns with empathy and professionalism
• Have experience with chat platforms and AI tools (e.g., ChatGPT)
• Be proficient in productivity tools like Notion, Airtable, and Slack
• Possess strong critical thinking skills, with the ability to take initiative and solve problems independently
• Have excellent communication and collaboration skills to work effectively with cross-functional teams in different time zones
• Have at least 1 year of professional experience in a relevant role
• Be comfortable working independently in a remote environment with minimal supervision
• Be able to work 8-hour shifts in either EST or PST time zones with a 1-hour lunch break
• Have at least 15mbps for the main internet and at least 10mbps for backup
• Have a desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
• Have a webcam
• Have a noise-canceling USB Headset
• Have a quiet, Dedicated Home Office
• Have a Smartphone

Responsibilities

• Develop a thorough understanding of systems and platforms to provide exceptional service
• Monitor workflows to ensure automated processes are triggered and synced correctly
• Book, track, and manage member appointments with clinical partners, ensuring a seamless experience
• Address and resolve member issues promptly
• Monitor and enhance the member experience, ensuring they feel supported throughout their health journey
• Maintain accurate and up-to-date records of member progress and status across baseline services
• Ensure at-home and in-lab appointments are completed without issues, providing real-time support when needed
• Serve as the first point of contact for member inquiries, responding promptly or delegating to the appropriate stakeholder as necessary
• Assist in managing relationships with clinical vendors and updating SOPs to enhance the member experience
• Identify, document, and report issues with third-party laboratory partners
• Audit laboratory bills (e.g., Getlabs, Labcorp) to ensure accuracy against internal data
• Collaborate with the Operations and Clinical teams to address and resolve issues on time
• Proactively support members with administrative, operational, and baseline health concerns
• Identify, document, and report operational, engineering, or customer support challenges
• Attend weekly stakeholder meetings to advocate for members and propose improvements to the overall experience
• Track and analyze member experience metrics to identify opportunities for improvement and measure the impact of interventions

Benefits

• Work from home or any location of your choice
• Achieve a healthy work-life integration to perform at your best