Virta is the first company with a clinically-proven treatment to safely and sustainably reverse type-2 diabetes without the use of medications or surgery. Our innovations in nutritional biochemistry, data science and digital tools combined with our clinical expertise are shifting the diabetes treatment paradigm from management to reversal.
Our mission: reverse type 2 diabetes in 100 million people by 2025.
Virta is available to 100% of the U.S population, and we are expanding our capabilities to bring our groundbreaking online type 2 diabetes reversal treatment to even more patients.
As a Patient Support Associate, you will be on the front lines representing Virta Health to assist our current and prospective Patients with their Virta accounts, currently through email and phone. We are partners to celebrate our Patients’ wins and are there to help solve any difficulties. Our Associates are empathetic, understanding problem solvers who are comfortable in a fast paced, constantly evolving environment, who are obsessed with providing a great Patient experience.
Responsibilities
- Answer Patient emails following Virta policies and standards
- Make phone calls to Patients to help solve problems and troubleshoot issues
- Properly escalate Patient concerns to appropriate teams and internal stakeholders to ensure the voice of the Patient is heard through the company
- Meet internal success metrics for quality, response times, and accuracy
- Be available to assist with tasks as needed to help support the larger Patient Support and Virta teams
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, and procedures to assist customers with all common inquiries
- Follow a glide path to ramp up to defined Patient Support metric goals (Quality Assurance, One Touch, Response TImes, Customer Satisfaction)
- Build relationships within the Patient Support team and the larger Virta organization
Must-Haves
- Strong and effective communication skills, with the ability to problem solve
- Experience and comfort using multiple digital tools and systems, with the ability to quickly learn new technologies
- High attention to detail in order to effectively solve tickets the first time around and accurately input data into Virta’s EHR platforms
- Ability to think critically and be data-driven in solving patient problems
- Operational experience, especially in a fast-growing, rapidly changing environment
- Open to working 1 weekend day.
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
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.
For this role the compensation range for candidates is $18-$19/hr; information about Virta’s benefits is on our careers page at: https://www.virtahealth.com/careers.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. Virta has a location based compensation structure; there may be a different range for candidates in other locations.
