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. 

 

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 Respon