Member Advocacy Manager

Virta Health is on a mission to transform type 2 diabetes and weight-loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes in 100 million people.

Our Member Advocacy team offers support for our current and prospective members, both behind the scenes, as well as on the front lines. Our front line associates communicate via live chat, email, and outbound phone support and our back of house associates assist with manual processes, such as insurance validation and lab transcriptions.

We’re looking for someone to help lead, scale, and innovate on our team. The right fit will be someone who is passionate about excellent Customer Service, has experience scaling a team to meet demand, and is excited about the opportunity to be a hands-on leader. You’ll have the chance to help scale and optimize processes during a high growth period, work collaboratively with other departments to provide a unified experience for applicants and members, as well as coach and lead a team of associates. You will also collect and share feedback and insights directly from our members and applicants to make suggestions for improvements or changes in our policies and processes.

Responsibilities

• Manage day to day performance of a team of full and part time Associates and Specialists

• Help with training and resource development and maintenance for a growing team and execute quality checks

• Share updates and manage change across the team about critical business updates, team changes, and other needs

• Help scale processes and the team while making suggestions for efficiencies, automations, and with an eye towards cost savings

• Collaborate with Enrollment teams, Product partners, our Coaching organization, and other internal partners to ensure a seamless applicant and member experience

• Work cross functionally to be the voice of the member and ensure team is prepared for any changes

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

• Learn about the Virta treatment and product to be a subject matter expert for our Patients

• Become familiar with internal policies, systems, tools, and procedures to assist Member Advocacy team with escalations and questions

• Build relationships within the Member Advocacy team and the larger Virta organization

• Learn performance metrics for Member Advocacy associates and provide effective coaching

• Plan for and begin to execute on optimizations and workflow updates to continue to scale the team

Must-Haves

• 2+ years of experience managing a high performing customer-facing team

• Experience and comfort using technology, digital tools, and systems (preferably ZenDesk, JIRA, and an Electronic Medical Records software)

• Have worked in a fast paced, growing company and experience managing change and leading through growth

• Experience leading virtual trainings and creating digital resources for a remote team

• Track record of helping coach individuals to success meeting established goals and metrics

• Experience working cross functionally and advocating for team’s resources and needs

• Flexibility with scheduling to support the needs of the team if necessary

• Strongly Preferred: Experience working and managing teams in the digital healthcare field

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

• You put people first and take care of yourself, your peers, and our patients equally

• You have a strong sense of ownership and take initiative while empowering others to do the same

• You prioritize positive impact over busy work

• You have no ego and understand that everyone has something to bring to the table regardless of experience

• You appreciate transparency and promote trust and empowerment through open access of information

• You are evidence-based and prioritize data and science over seniority or dogma

• You take risks and rapidly iterate

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As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $69,000 - $81,000. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.

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