Vida Health

Personalized digital health care with pay-for-performance

Member Services Agent 1

Customer SupportConfirmed live in the last 24 hours

Full-timeRemote in USA$21 /hrRemote

About the Job

Requirements

A high school diploma or equivalent is required.
Two to three years of experience in a customer service or call center role is required, preferably within the healthcare industry.
Strong verbal and written communication skills are required.
Excellent problem-solving and active listening abilities are required.
Proficiency in using customer relationship management and ticketing systems is required.
Ability to work efficiently in a fast-paced, member-focused environment is required.
Strong Wi-Fi connectivity is required for remote-first work.

Responsibilities

Conduct outbound outreach to members through the phone system, using motivational interviewing and rapport building to explain the benefits of enrollment in Vida’s free program.
Answer inbound member calls, conduct assessments, respond to service questions, assist with enrollment based on interests and health goals, help with app navigation, and provide general inquiries or status updates.
Respond to member inquiries professionally, empathetically, and efficiently while identifying opportunities to educate members about relevant Vida program offerings.
Document member interactions and resolutions accurately in the Member Services system while following established processes and maintaining confidentiality under HIPAA regulations.
Resolve member concerns by identifying solutions, escalating complex issues to appropriate departments, and ensuring timely follow-up and resolution.
Follow company protocols and healthcare standards while addressing concerns, overcoming objections, and providing clear and informed solutions or program offerings.
Support Member Services projects on an ad hoc basis, including updating training, leading peer sessions or team meetings, brainstorming scripting improvements, and conducting quality monitoring.
Engage in ongoing training and professional development to maintain service skills and industry knowledge.
Create a welcoming, solutions-driven, and member-focused service environment that provides accurate and reliable support.
Meet and exceed inbound and outbound key performance indicators and perform other assigned duties.

Desired Qualifications

Associate's or Bachelor's degree is preferred.
Customer service or call center experience within the healthcare industry is preferred.

Salary Range: 21 to 21 (Currency: USD) (Pay period: per-hour-wage)

We are seeking a dedicated and highly customer-focused Member Services Agent I to join our healthcare organization. This role is responsible for handling member inquiries with professionalism, accuracy and empathy to ensure a seamless and high-quality customer experience. The ideal candidate will have exceptional problem-solving skills, a passion for service excellence and a commitment to delivering personalized and effective solutions through clear communication and responsiveness.

Responsibilities:

Outbound outreach to members who may or may not have heard of Vida via our phone system. Use Motivational interviewing and rapport building to explain the benefits of enrollment into Vida’s program, which is free to the member.
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, general inquiries or status updates related to prior phone or email interactions.
Provide an exceptional customer experience by responding to member inquiries with professionalism, empathy and efficiency, while proactively identifying opportunities to educate and promote Vida program offerings that best meet member needs.
Accurately document all member interactions and resolutions in the Member Services system, following established processes to maintain service integrity and transparency ensuring member confidentiality at all times according to HIPAA regulations.
Proactively resolve member concerns by identifying solutions and escalating complex issues to the appropriate departments while ensuring timely follow-up and resolution with the member.
Adhere to company protocols to ensure compliance with healthcare standards while prioritizing member satisfaction and quality service delivery, effectively addressing concerns and overcoming objections to provide clear, informed and reassuring solutions or program offerings.
Support Member Services projects on an ad-hoc basis, including updating training, leading peer sessions or team meetings, brainstorming scripting improvements and quality monitoring working collaboratively with team members to enhance service quality, streamline processes and contribute to a culture of continuous improvement.
Engage in ongoing training and professional development to sharpen service skills and stay informed on industry best practices.
Champion the organization’s commitment to excellence by creating a welcoming, solutions-driven and member-focused service environment, ensuring that every member receives accurate, reliable and high-quality support.
Consistently meet and exceed inbound and outbound Key Performance Indicators (KPIs) as well as other duties as assigned, demonstrating a commitment to responsiveness, accuracy and service excellence.

Qualifications:

High school diploma or equivalent required; Associate's or Bachelor's Degree preferred.
Minimum 2-3 years of experience in a customer service or call center role, preferably within the healthcare industry.
Strong verbal and written communication skills.
Excellent problem-solving and active listening abilities.
Proficiency in using CRM and ticketing systems.
Ability to work efficiently in a fast-paced, member-focused environment.
Strong Wi-Fi connectivity to function in a remote-first environment.

This a 3 month seasonal role with possible extensions based on business demand/performance.

About the Company

Vida Health

Personalized digital health care with pay-for-performance

Vida Health provides personalized health programs for conditions like diabetes, obesity, depression, and hypertension, serving individuals and employers. It blends human-centered care with technology by pairing live video sessions with registered dietitians, prescribing physicians, coaches, and licensed therapists with customized digital interventions and educational content. The platform uses machine learning to tailor each member’s journey using data from connected devices such as continuous glucose monitors, scales, and fitness trackers. A key differentiator is its pay-for-performance model, where up to 100% of fees are at risk if outcomes aren’t achieved, aligning incentives around real health improvements. The company’s goal is to deliver measurable health benefits—improving medication adherence, promoting weight loss, and reducing depression—while reducing overall healthcare costs for individuals and enterprise clients.

Company size: 501-1,000
Company stage: Late Stage VC
Total funding: $216.5M
Headquarters: San Francisco, CA
Founded: 2014

Recently Posted Jobs

Explore more opportunities at Vida Health

See more jobs