Description
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 a Patient Engagement Specialist, you will be on the frontlines serving members diagnosed with musculoskeletal and orthopedic pain and injury as an advocate who informs new patients about how Vori Health can support them in their care journey as a covered benefit from their health plan or employer. You will be working closely with the customer service, marketing, operations, and growth teams to help enroll and engage new eligible patients and schedule care.
Enrollment is the first member-facing step in this journey, offering you the first opportunity to demonstrate our program’s value to potential members. In this role you will spend a significant portion of your time completing outbound and inbound phone conversations and interactions with members to enroll them in the Vori Health program. These members will either have asked to be contacted for help getting enrolled or will have been identified through their health insurance as people who have an existing condition that would benefit from our services. In addition, you will listen to needs, surface goals and priorities, and assist our clinical team by helping them understand the needs of the members we enroll and serve. You will help us improve Vori Health’s offerings by communicating the feedback from members and providers back to our marketing and leadership teams. This role is fully remote.
What You’ll Do:
- Essential Functions:
- Reach out to at least 50-75 eligible members daily to inform them of Vori Health’s services and share ways we can support them in their musculoskeletal and orthopedic care journey.
- Respond to inbound inquiries, either via phone or email in response to various marketing/outreach campaigns.
- Build strong, trusting relationships with members, using active listening and empathy to understand their individual needs.
- Be able to explain the benefits of Vori Health’s program and services in such a way that both members and support networks (i.e., family members) understand how we can help them.
- Effectively and efficiently convert prospective patients to active Vori member/patients.
- Provide inbound telephonic support for our members and be able to identify and triage a member's needs to connect them with our Care Teams for clinical support and care coordination, as needed.
- Obtain consent from members, conduct enrollment surveys, and identify and escalate any urgent member needs
- Participate in coaching and development sessions, and apply feedback and best practices to meet your quality and productivity goals
- Be comfortable with and correctly follow Vori Health Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards
- Complete training and stay up to speed on Vori Health systems, tools, technology, partners, and expectations
- Supervisory Responsibilities:
- N/A
- Perform other projects and duties as assigned
Who You Are:
- Required:
- 2-5 years’ experience in any of the following:
- A role focused on Healthcare client success, preferably in a patient facing or care delivery role such as patient care technician, dietician tech or LPN;
- As a high performing enrollment advisor (or associate position) significantly exceeding target
- Any highly consultative sales role
- Experience using Zendesk or a similar customer management platform
- Proficient in Microsoft Office Suite, specifically Excel
- Knowledge of best-in-class customer service practices
- Proven record of accomplishment in providing exceptional customer experiences
- A member-first approach: You’re personally motivated by our mission and are passionate about assisting people and their families during one of the most challenging seasons in their lives. Strong ability to demonstrate empathy, build relationships, discover patients’ needs, and present our program convincingly in a phone call
- Expertise and passion: Deep experience in and passion for service-oriented roles in relevant fields that require persuasive communication skills.
- Organized: You’re skilled in juggling multiple tasks and working under pressure without sacrificing organization in your communications and documentation.
- Effective listener and communicator: You always start with listening, and you hear what may not be voiced, because you listen so intently to others. You build rapport and great working relationships with members and colleagues. Highly collaborative, with excellent communication skills (verbal & written).
- Comfort with ambiguity: Start-ups are fast-paced environments, and you understand that rapid changes to the business, strategy, organization, and priorities are par for the course. Growth minded, adaptable, ready to stretch your comfort zone.
- A desire to navigate new technologies: We are a tech-enabled healthcare company focused on interacting with folks during the season where they need it most. Experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.
- Identify priorities and take action: You know how to identify and prioritize a member's needs and do what it takes to ensure that urgent and important needs are addressed immediately. Demonstrate entrepreneurial spirit, identifying and collaborating to solve complex problems, and drive continuous improvement efforts.
- Nice-to-Have:
- Bilingual (Written and Spoken) in Spanish and English
- 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.
- 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.
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.
