Job Description
Bilingual Health Guide Engagement Representative – (20 hr/week for 6 months)
Location: United States
ABOUT US
At Vida, we help people get better and we’re helping the healthcare system get better, too.
Vida provides expert, personalized, on-demand health coaching and programs through a network of experienced health care providers like dietitians, therapists, and health coaches and leading medical institutions coupled with an easy-to-use app with award-winning content.
We focus on chronic conditions like diabetes, depression, and hypertension which account for 80% of the $3 trillion spent on healthcare in the US.
By combining advanced technology with the top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. Vida’s cloud-based platform captures real-time data from 100+ devices and apps and delivers AI-driven insights back to employers, health plans, and providers to improve care. We are trusted by Fortune 1000 companies, major national payers, and large providers to enable their employees to live their healthiest lives.
**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.
ABOUT THE ROLE
As a Vida Health Guide Engagement Representative (this is not a Health Coach position), you will help support, communicate, and encourage members to get started or complete health related tasks as they work toward reaching their health goals. Using your customer service, sales and health and wellness background, you will play a key role in the successful activation of members into the Vida Health Coaching opportunity or simply assist them in reaching new healthy milestones in care. This is your chance to bring your passion for seeing lives changed and amazing customer minded personality to help members on their journey to leading a healthier life!
RESPONSIBILITIES
- 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
- 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
- High School Diploma and 4 years of experience in customer service or sales preferably in a healthcare environment; OR Bachelor’s Degree (preferably in a health related field such as nutrition, health exercise physiology or health education) and 1 year experience in customer service or sales in a healthcare environment
- 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 work in a fast paced outbound call center environment
- Ability to adapt to change and pick up new technology easily
- A positive attitude and resilient mindset are necessary for outbound outreach to members who can benefit from Vida’s services
- Candidates who are creative problem solvers, comfortable with ambiguity, detail oriented and thrive in a fast-paced work environments
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
