Member Support Specialist

About Virta Health

Virta Health is dedicated to revolutionizing the treatment of type 2 diabetes and weight management. With more than half of US adults affected by type 2 diabetes or prediabetes and rising obesity rates, Virta uses innovative technology, tailored nutrition, and reinvented virtual care to help people reverse their metabolic conditions. Supported by over $350 million in investments, Virta partners with major health plans, employers, and government entities to support members' health journeys.

Role Overview

As a Member Support Specialist, you will serve as the frontline liaison for current and prospective members. Communicating via live chat, email, and outbound calls, your goal will be to celebrate members' successes and efficiently resolve their concerns. You must be empathetic, adapt well to a dynamic environment, and strive to provide excellent member experiences.

Responsibilities

• Respond to member emails in accordance with Virta’s policies and quality standards.
• Provide real-time assistance via live chat during business hours to applicants, pre-applicants, and members.
• Conduct outbound calls to troubleshoot issues and assist members.
• Escalate member concerns appropriately to internal teams, ensuring members' voices are acknowledged company-wide.
• Achieve internal benchmarks for quality assurance, timely responses, productivity, and accuracy.
• Support additional tasks as needed to aid the Member Support and broader Virta teams.

Onboarding Expectations (First 90 Days)

• Gain comprehensive knowledge about Virta’s treatment and products to effectively support members.
• Familiarize yourself with company policies, tools, and procedures to confidently address common inquiries.
• Progressively meet established Member Support key performance indicators including quality, response time, and satisfaction.
• Develop strong connections within the Member Support department and wider organization.

Requirements

• 1 to 3 years of direct customer-facing experience.
• Ability to manage multiple member interactions and navigate internal systems while meeting defined Member Support objectives.
• Comfort and experience with technology and digital platforms, preferably Zendesk.
• Strong communication skills with effective listening and problem-solving capabilities.
• Excellent oral and written communication proficiency.
• Willingness to work flexible shifts, including nights, weekends, and holidays if needed.
• Self-motivated and capable of working remotely.

Company Culture and Values

• Prioritize people and take care of yourself, colleagues, and patients alike.
• Demonstrate ownership and initiative, while encouraging the same in others.
• Focus on impactful work rather than just being busy.
• Maintain humility and respect contributions from all team members regardless of experience.
• Promote transparency and foster trust through open communication.
• Base decisions on data and scientific evidence instead of seniority or tradition.
• Embrace risk-taking and rapid iteration.

Compensation and Additional Information

The position offers a compensation of $22 per hour. Virta is a remote-first company with office locations in Denver and San Francisco. Certain clinical and corporate roles have state hiring restrictions listed in the detailed requirements. Employees will handle sensitive patient information governed by HIPAA and must adhere to Virta’s security and privacy protocols. Security and privacy training will be provided. Virta uses advanced AI-assisted recruitment tools but maintains all final hiring decisions internally.