Health Guide Team Lead - Remote
Clinical Operations | REMOTE | Full Time and Temp to Full Time
At Vida, our mission is to eradicate chronic disease and transform people’s lives through improved health. There is huge potential to make an impact: 1 in 3 people in the U.S. has a chronic health condition, while 1 in 4 struggles with mental illness. Chronic conditions also represent a huge market opportunity at ~80% of our nation’s $3T in annual healthcare spend.
Vida is transforming healthcare through digital therapeutic programs and one-on-one health coaching and therapy to help individuals prevent, manage, and overcome chronic conditions. We apply data science and a human touch to drive a highly personalized experience through our easy-to-use mobile app. Our unique approach drives high user engagement, behavior change, and proven clinical outcomes.
Vida serves employees/members of Fortune 500 companies, large national payers, and leading health systems. We have both a B2C and B2B revenue model.
About the Role:
As the Vida Health Guide Team Lead, you will help our growing team of health guides greet, support, communicate, and encourage members to get started as they work toward reaching their health goals. Using your team leadership, customer service skills, and coaching background you will play a key role in providing mentorship to all existing health guides in the successful enrollment of members in Vida. This is your chance to be a true inspirational and motivational leader.
We are looking for a Health Guide Team Lead who can work remote to oversee an outbound call center. This is a full-time, temporary position.
Lead the onboarding and support training of incoming health guides
Provide leadership and coaching for health guides as they are on the phones doing outreach with members
Support health guides in understanding processes and policies
Lead process improvements in the Vida Service Center to improve enrollment and member experience
Manage health guide schedules and shifts
Perform quality audits of recorded outreach and provide health guides with feedback
Create knowledge assets and training materials to support knowledge building on the team
Be willing to do outbound outreach during peak periods as needed
Support campaign preparations and readiness activities
Coordinate with health coaching team and health coach leads on end to end process
Always lead with “the customer is always right” mentality
Support health guides in how they educate members on chronic disease in a non academic way when needed
Take initiative with creativity around communication with our clients - tapping into ways to engage them, excite them, relate to them in a self-led manner.
Exude enthusiasm, optimism and be passionate about health and helping others.
Given the sensitive nature of health information, maintain strict confidentiality at all times
Flexibility to work weekdays, weekends and off hours as needed is
Who You Are:
Passionate about health and changing people's lives
Compassion and empathy are two of your greatest qualities!
An enthusiastic attitude about doing phone and email outreach to dozens of members daily who may be a great fit for Vida’s services
Experience as a health coach and team leader of health coaches preferred
Experience doing outbound patient outreach
Basic skills with Excel in order to manage data-driven activities
An exceptional people person - everyone you meet wants to give you a hug. You easily remember every detail about everyone you meet.
Patient, attentive and resourceful - you have that special knack for unlocking people’s personal motivation to take ownership of their health. You’ve transformed the lives of countless clients, friends, and family members.
Highly creative with a broad toolkit for getting people to engage in their health. You are familiar with the biology of diabetes as well as the latest diet and exercise trends.
Exceptionally detail oriented (and confident you will be able to proactively manage across a large team of health coaches at once).
Possess excellent interpersonal communication skills including exceptional listening skills.
Open-minded, non-judgmental and compassionate - you know how hard it can be to change old habits, but you never give up on people.
Passionate about technology and able to learn new software quickly.
Independent, creative self starter, flexible, comfortable with ambiguity, and thrive in a fast-paced work environment that encourages critical thinking and creative problem solving, self-led. Quick-learner!
Degree in a health related field is a plus such as nutrition, health coach, health exercise physiology or health education.
3 years experience in member facing communication within an outbound call center health care environment (insurance plan or hospital)
3 years management experience within an outbound call center in the healthcare arena
3 years Lead experience overseeing 20+ staff and managing schedules and shifts
3 years experience coaching clients one on one to help them meet their health goals
Experience with process improvement, experience with outbound outreach/call center
3 years Lead experience with onboarding and support training of staff
Prior experience with customer service or CRM software, namely Zendesk - Preferred
Prior experience with phone system tools (Genesys, Five9, Incontact, etc) - Preferred
Flexible to work weekends and/or alternative shifts, 8am and 8pm Monday to Saturday Eastern Time