Vida Health · 5 months ago
Member Services Agent I
United States
Full-time
Remote
Entry Level
$21/hr - $21/hr
2+ years expVida Health is a healthcare organization seeking a dedicated and customer-focused Member Services Agent I. This role involves handling member inquiries with professionalism and empathy, ensuring a seamless customer experience while promoting Vida's services.
Health CareMedicalmHealthPersonal HealthTherapeutics
Responsibilities
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
Qualification
Required
High school diploma or equivalent required
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
Preferred
Associate's or Bachelor's Degree preferred
Company
Vida Health
Vida Health is a virtual care platform that provides health coaching from experienced health care providers and medical institutions.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$216.5MKey Investors
Ally Bridge GroupCanvas Prime
2023-11-09Series Unknown· $28.5M
2021-05-05Series D· $110M
2020-04-30Series Unknown· $25M
Leadership Team
Joe Murad
Chief Executive Officer
Jason Macaleer
Chief Strategy Officer (CSO)
Recent News
2026-01-20
Company data provided by crunchbase