Customer Support Associate (contract)

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.

As the Customer Support Associate, you will play an active role in infusing the patient experience with hospitality and compassionate service, helping to answer questions, resolve issues, and educate patients on Vori 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.

What You’ll Do

Essential Functions:

Manage incoming messages, calls, and tickets from patients, using discretion and responding in a timely and hospitable manner to meet our world-class service levels

Manage incoming referral patients, helping to collect appropriate onboarding information, including insurance information, demographics, and payment information

Assist patients in trouble-shooting technical issues, such as password resets and accessing in-app resources

Proactively communicate with patients to collect feedback and whose account or profile requires attention to ensure a smooth clinical experience

Educate and advocate for patient needs as it relates to navigating to insurance and billing, including eligibility and benefits checks, obtaining pre-authorization, and understanding claims processing

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

Capture all incoming new patients and referral requests from Vori network partners, ensuring the appropriate information is included in one-touch communications

Assist in the development of technology and service innovations by collecting feedback and presenting to interdepartmental stakeholders internally

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

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

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

Self-motivated with the ability to work independently and collaborate seamlessly among many stakeholders

Compensation range for this role is $20-22 an hour.