We are seeking a highly organized, detail-oriented, and proactive Virtual Assistant to join our client’s Clinical Operations team. In this role, you will collaborate closely with team members to ensure seamless service operations for customers as they progress through their health journeys. You will oversee key processes such as lab testing, advanced diagnostics, clinician consultations, and overall health navigation support. The ideal candidate thrives in a fast-paced environment, demonstrates a strong sense of ownership, and takes initiative to deliver exceptional support.
Job Responsibilities:
Member Support
- System and Workflow Oversight: Develop a thorough understanding of systems and platforms to provide exceptional service. Monitor workflows to ensure automated processes are triggered and synced correctly.
- Appointment Management: Book, track, and manage member appointments with clinical partners, ensuring a seamless experience. Address and resolve member issues promptly.
- Member Engagement: Monitor and enhance the member experience, ensuring they feel supported throughout their health journey.
- Database Updates: Maintain accurate and up-to-date records of member progress and status across baseline services.
- Real-Time Issue Resolution: Ensure at-home and in-lab appointments are completed without issues, providing real-time support when needed.
- Chat Support: Serve as the first point of contact for member inquiries, responding promptly or delegating to the appropriate stakeholder as necessary.
Clinical Partner Coordination
- Assist in managing relationships with clinical vendors and updating SOPs to enhance the member experience.
- Identify, document, and report issues with third-party laboratory partners.
- Audit laboratory bills (e.g., Getlabs, Labcorp) to ensure accuracy against internal data.
Operations and Problem Solving
- Collaborate with the Operations and Clinical teams to address and resolve issues on time.
- Proactively support members with administrative, operational, and baseline health concerns.
- Identify, document, and report operational, engineering, or customer support challenges.
- Attend weekly stakeholder meetings to advocate for members and propose improvements to the overall experience.
- Track and analyze member experience metrics to identify opportunities for improvement and measure the impact of interventions.
Requirements
- Proficient in spoken and written English.
- Ability to triage and respond to member concerns with empathy and professionalism.
- Experience with chat platforms and AI tools (e.g., ChatGPT).
- Proficiency in productivity tools like Notion, Airtable, and Slack.
- Strong critical thinking skills, with the ability to take initiative and solve problems independently.
- Excellent communication and collaboration skills to work effectively with cross-functional teams in different time zones.
- At least 1 year of professional experience in a relevant role.
- Comfortable working independently in a remote environment with minimal supervision.
- Ability to work 8-hour shifts in either EST or PST time zones with a 1-hour lunch break.
Minimum Technical and Work Environment Requirements:
- Internet Connection:
- Primary internet connection with a minimum speed of 15 Mbps.
- Backup internet connection with at least 10 Mbps.
- Backup connection must be capable of supporting work during a power outage.
- Primary Device:
- Desktop or laptop equipped with at least:
- Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
- A minimum of 8 GB RAM.
- Backup Device:
- Must meet or exceed the performance of an Intel Core i3 processor.
- Must be functional during power interruptions.
- Peripherals and Workspace:
- A functioning webcam.
- A noise-canceling USB headset.
- A quiet, dedicated home office space.
- A smartphone for communication and verification purposes.
Benefits
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.