ABOUT THE ROLE
As a Vida Health Guide Engagement Representative (this is not a Health Coach position), you will do outbound phone outreach to members, encourage them to invest in their health and help them enroll into the Vida Health program.. This is a remote sales call center role, where you will rely on your sales or customer service background, as well as your relationship building, active listening and objection handling skills, to communicate the benefits of the Vida Health Coaching opportunity to eligible members. This is your chance to bring your sales skills, passion for seeing lives changed and amazing customer minded personality to help members jumpstart their journey to leading a healthier life!
While this role starts off as a six (6) months temp role, there may be opportunities for converting to regular employment as soon as 4-6 weeks into starting based on individual performance and company needs.
RESPONSIBILITIES
- In this sales role, you will outreach to members who may or may not have heard of Vida via our phone system, and explain the benefits of enrollment into Vida’s program, which is free to the member
- Become a pro at handling objections and helping members commit to their health by signing up for Vida
- Engage with members through use of motivational interviewing and rapport building techniques to enroll members into the most appropriate services for them
- Complete the enrollment process, including gathering data pertaining to member’s physical and mental health goals, assigning the member a health coach, and helping them download the Vida app
- 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
- Maintain product/service knowledge and awareness of member service policies and privacy regulations, and adhere to requirements
- Ensure member confidentiality at all times according to HIPAA regulations and training programs
- Support Vida Service Center projects on an ad-hoc basis, including updating trainings, leading peer sessions or team meetings, brainstorming scripting improvements, and quality monitoring
- Identify and escalate process and system enhancements to the lead team to improve the member enrollment experience
- Ensure all process guidelines are handled accurately, urgently and professionally during Crisis call scenarios
- Capture feedback from members that are not interested in the program offerings
QUALIFICATIONS
- Verbal and written Spanish and English fluency required
- Ability to work in a fast paced outbound call center environment
- A positive attitude and resilient mindset are necessary for this sales role that focuses on outbound outreach to members who can benefit from Vida’s services
- Ability to communicate effectively, build rapport, overcome objections and provide a high level of professionalism through written and oral communication
- Basic Macbook and google workspace proficiency; experience on CRMs or phone systems such as Salesforce, Zendesk, Genesys preferred
- Ability to adapt to change and pick up new technology easily
- Candidates who are creative problem solvers, comfortable with ambiguity, detail oriented and thrive in a fast-paced work environments
- High School Diploma and 2 years of experience in customer service or sales; OR Bachelor’s Degree and 6 months experience in customer service or sales; healthcare experience a bonus
BONUS SKILLS
- Interpersonal skills and technical product knowledge and expertise are critical to successfully helping members initiate their health journey with Vida
- Experience in sales, member engagement or customer service in a health care environment preferred
- Flexibility to adjust schedules, scripting and technique based on our member population and business requirements