Support Operations Specialist

Virta Health - Denver, CO

Full-time
Virta is the first company with a clinically-proven treatment to safely and sustainably reverse type 2 diabetes and other chronic metabolic diseases 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 - to reverse type 2 diabetes in 100 million people by 2025.

As a key member of the operations team you will be responsible for developing the applicant and patient support process at Virta. You will be responsible for evaluating the current system, proposing an improved one, developing the process, and implementing it! You have the opportunity to build this from scratch and give our patients the best possible experience. To be successful in this role you must be able to adapt quickly, be data-driven, and quickly get up to speed.

This position requires a candidate who has the ability to empathize with our applicants, drive process improvements, and keep pace with our rapid growth.

Responsibilities:
  • Help design and implement our day to day applicant and patient service needs for applicants and patients
  • Reply to patient requests
  • Provide an exceptional customer service experience to each applicant
  • Analyze current customer service processes and drive strategic insights to improve them
  • Develop a new, streamlined customer service approach for the operations team
  • Execute and implement new customer service process
  • Communicate new process, metrics and systems with key stakeholders
  • Prioritize product requests needed to build the new process
  • Work cross-functionally across operations-based teams
90 Day Plan

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

  • Analyze the current patient and applicant service experience
  • Respond to all customer service requests, either via email or inbound phone call
  • Understand the enrollment, clinical, and medical operational processes and needs
  • Understand the Virtan experience
  • Propose a new customer service process to Operations leadership and KPIs to understand our progress
Requirements:
  • 2-5 years work experience in an operational role with progressively increasing responsibility
  • Bachelor's Degree
  • Proven ability to develop and execute on new processes and systems
  • Customer service experience
  • Process improvement experience
Nice to have:
  • Experience using customer service software (ZenDesk)
  • Salesforce experience
  • Experience working in a healthcare organization or a fast-paced, start-up
  • Proficient in excel and ability to develop analytics to solve operational problems
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