Customer Support and Engagement Specialist 100% Remote

Who We Are: 

Vori Health is an award-winning, nationwide, virtual-first, musculoskeletal medical practice focused on evidence-based care that treats the whole person. Using a unique care model to help patients find the best path forward, Vori Health connects patients to a trained care team that includes a nonoperative physical medicine physician, a health coach navigator, and a physical therapist who manage the initial patient assessment and then work to coordinate all aspects of care. We are on a mission to empower humanity to lead a healthier life.   

The Customer Support and Engagement Specialist role is a virtual role that will be the front line for inbound and outbound communication with Vori Health’s members and potential members, as well as onboarding specialist for incoming patients. As the Customer Support and Engagement Specialist, you will play an active role in infusing the patient's experience with hospitality and compassionate service, helping to answer questions, resolve issues, and educate patients on Vori’s services. You will support patients throughout their care journey, helping to manage incoming referrals and coordinating with the patient’s care team. Additionally, you will communicate feedback internally to the appropriate stakeholders (Clinical, Product, Engineering, etc.) to ensure improvements are made. Being a startup means that this role will be required to wear several hats and be ready to adapt to an ever-changing environment and there may be times where focus shifts quickly from task-oriented work to larger picture strategy. 

Availability for later afternoon and evening working hours is preferred (up to 10pm EST).

What You’ll Do: 

• Essential Functions
• Respond to and resolve incoming messages, calls, and tickets from patients and team members, using discretion and responding in a timely and hospitable manner to meet our world-class service levels 
• Provide personalized support for potential patients seeking to understand more about Vori and whether our services are the right fit for them through inbound or outbound communication with new or potential patients 
• Adhere to team policies and procedures and maintain appropriate documentation of inquiries handled, steps taken to resolve inquiries, etc. 
• Manage incoming referral and eligible patients within our virtual environment, helping to collect appropriate onboarding information--including insurance information, demographics, and payment information—and ensure patients can access their applications 
• Assist patients in setting up virtual access to care through our portal or website and trouble-shooting technical issues, such as password resets and accessing in-app resources 
• Support the clinical team in a variety of administrative functions including but not limited to forwarding of orders, receipt and upload of medical records, and scheduling and patient follow ups 
• Support the Revenue Cycle Management team in executing key functions related to insurance and billing—e.g., conducting initial and ongoing eligibility and benefits checks, obtaining pre-authorization and referrals, and following up with patients as requested with information on their coverage 
• Proactively communicate updates to patients to keep them up to date on the status of their inquiries or clear on actions we need them to take 
• Support mass outreach campaigns and other operational pilots as needed 
• Keep a calm and compassionate disposition in high-stress interactions while steering conversations towards solutions 
• Appropriately identify and escalate issues that require manager or senior leader involvement 
• Attend recurring team meetings as duties allow and review all updates/training materials as directed 
• Coordinate with our internal Tech and Clinical teams to ensure a seamless experience in meeting patient needs, including a sound handoff of communications and creation of appropriate tickets 

Supervisory Responsibilities: 

• N/A 

Perform other projects and duties as assigned 

Who You Are: 

Required: 

• 3-5 years of experience in a customer support role within hospitality or health care
• Minimum 2 years of inside sales/outbound call engagement experience. 
• 1-3 years at a fast-paced, ever-changing start up 
• Technical aptitude and ability to learn software programs 
• Experience using Zendesk, Jira Service Desk or a similar customer management platform 
• Proficient in Microsoft Office Suite or Google Drive, specifically Excel or Sheets 
• Knowledge of best-in-class customer service practices and promotion of services tactics 
• Proven track record of providing exceptional experiences for customers 
• Ability to work in multiple technology platforms simultaneously  
• A passion for learning and creating new technology 
• Organization and accountability within a fluid and constantly changing environment
• Strong grammar, impeccable written and verbal communication skills 
• Excellent problem solving and critical thinking skills 
• Self-motivated with the ability to work independently and collaborate seamlessly among many stakeholders 
• Ability to interact with patients and engage them. 

Nice-to-Haves: 

• Preferably bilingual in Spanish and English (in written and verbal communication)
• Passion for helping people and redefining the healthcare experience 
• Belief in the power of human connection to change people’s lives  
• Desire to take healthcare to the next level by delivering a service-oriented experience that is second to none 
• Positive attitude, are empathetic, and stay calm in high-stress situations 
• Agile learner and performer 

Work authorization/security clearance requirements: 

• Authorized or able to provide required documents to work in United States or Canada. 

Physical Requirements/Work Environment: 

• Remote work environment, US based.
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work. 

Company Benefits 

At Vori Health, we believe in fostering a supportive and rewarding work environment for our team members. We offer a comprehensive benefits package designed to support your overall well-being, growth, and work-life balance: 

• Competitive Salary: We offer competitive pay based on experience, skillset and the value you bring to the team.
• Equity Options: As part of our commitment to long-term success, we offer equity options, giving you the opportunity to share in the growth of the company.
• Health & Wellness: Our health benefits include medical, dental, and vision coverage to keep you and your family healthy. We also offer wellness programs and mental health resources to help you thrive both personally and professionally.
• Retirement Plans: We provide a 401(k) plan and Roth options to help you plan for the future and enjoy peace of mind.
• Paid Time Off (PTO): Enjoy generous paid time off, including vacation days, holidays, and sick leave, to recharge and maintain a healthy work-life balance.
• Fully Remote Work: Work from your home or private office location! We offer a flexible, fully remote work environment that allows you to manage your workspace in a way that best suits your lifestyle.
• Professional Development: We encourage continuous learning and growth with access to training resources and Professional Development stipend for further education.
• Parental Leave: We offer paid parental leave to support team members through important life moments, whether you're welcoming a child or expanding your family.
• Employee Assistance Program (EAP): Access confidential counseling and support for personal or work-related challenges to maintain your well-being along with additional employee assistance programs. 

 We’re committed to creating a workplace where you can grow, succeed, and achieve your best. Come join our team and enjoy the benefits of a company that values its team members we call Vorriors! 

EEO Statement: 

Vori Health is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristics.