Headquarters: Mountain View, California, USA

URL: https://fetchfox.ai

To apply: https://weworkremotely.com/remote-jobs/fetchfox-head-of-growth-at-early-stage-startup

ABOUT US

At Vida, we help people get better — and we’re helping the healthcare system get better, too.

Vida is a virtual health clinic that provides expert, personalized, on-demand health coaching and programs from a network of experienced health care providers — like Prescribers, Registered Dietitians, Therapists and Health Coaches — through an easy-to-use app. We focus on managing chronic cardiometabolic conditions — like diabetes, obesity and hypertension — as well as achieving lifestyle health goals like eating more healthfully, getting more exercise, losing weight and reducing stress.

By combining advanced technology with the top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. We are trusted by Fortune 1000 companies, major national payers and large providers to enable their employees to live their healthiest lives.

**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.

As Vida’s Customer Support Agent, you will play a critical role in shaping the Vida support experience for our customers. You will be responsible for assisting customers with technical issues or questions related to our app and services. If you thrive in a fast-paced startup environment, enjoy working with both internal and external partners and customers and want to be involved in the cutting edge of healthcare, this role may be for you.

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Responsibilities:

• Respond to support inquiries and issues reported by customers (via phone or email) with requisite consideration, empathy and thoughtfulness.
• Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs).
• Efficiently diagnose and troubleshoot technical issues to determine the next support steps- provide solutions or escalate to the appropriate level.
• Become an expert on Vida’s programs, client-specific offerings and features- helping our customers understand all of the benefits pertaining to their specific health needs.
• Clearly track and communicate bugs or trending issues to management when they arise.
• Report regularly on customer feedback to help drive product and process improvements.
• Assist Tier 2 Support and management with special projects as needed.

Requirements:

• 1-2 years of customer support experience in a growing and fast-paced technology company.
• Open availability to work on weekends and some holidays.
• Comfortable handling technical and non-technical cases.
• Positive and optimistic personality- no problem is too big.
• Excellent listening and problem-solving skills with a passion for helping people.
• Outstanding written and oral communication skills and the ability to explain technical problems or solutions to a non-technical audience.
• Strong time management, task management, organization and prioritization skills.
• Empathy and the desire to learn and grow.

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Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.

Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.

#LI-remote

The vision of Clinical Health Network for Transformation (CHN) is to better fulfill the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health and race equity in our organization.

The primary responsibility of a Patient Access Representative (PAR) is to represent Clinical Health Network for Transformation (CHN) to consumers in a friendly, positive, and effective manner. The PAR will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Patient Access Center. This will include following communication scripts, scheduling appointments, verifying patient insurance, pre-registering patients for their appointments, screening for alternate funding sources, properly advising patients of service estimates and performing other tasks that allow patients to visit their health center seamlessly. The PAR will be responsible for evaluating all requirements to ensure that appropriate information has been obtained. The PAR will need to provide exceptional customer service, treating all callers with dignity and respect and striving to anticipate and meet their needs. Working collaboratively with other Patient Access Center team members, PARs will strive to achieve quality and performance standards defined in training and leadership communications. The PAR reports directly to the Patient Access Manager.

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Qualifications and Experience (Required)

• High school diploma or equivalent experience
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• Ability to work a flexible work schedule
• English language proficiency
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values

Qualifications and Experience (Preferred)

• Bilingual (English/ Spanish)
• One year of experience in contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office or equivalent customer service experience
• Familiarity with call center systems and practices
• Associate degree, or equivalent experience 
• Secondary language proficiency

Work Location, Hours and Equipment

• 100% fully remote in the U.S.
• Available to work full-time (37.5 hours/ week) Monday – Saturday between the hours of 8 AM – 6 PM Eastern Time; additional hours as needed
• Must have a dedicated workspace conducive to maintaining HIPAA compliance, confidentiality, and providing exceptional customer service
• Company provided laptop, monitor, and headset

Essential Functions

• Demonstrate proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
• Answer incoming calls professionally and seek to assist the patient however possible
• Maintain a positive, welcoming attitude in all patient interactions
• Offer prompt assistance to patients for a variety of services, including:
• Registering new patients into the EHR system
• Booking, canceling, and rescheduling appointments for reproductive healthcare, including abortion services
• Inputting and updating insurance information
• Relaying patient communications to provider
• Providing patients with pre-visit instructions as needed 
• Transferring calls to appropriate nurse advice staff when necessary
• Assist patients with identifying a provider and appointment that is appropriate for their care
• Use EHR systems effectively to guide the patient’s care
• Screen patient for financial support using real-time eligibility (RTE), while escalating more complex questions
• Contact patients to notify when visits are canceled or rescheduled
• Place the patient first in all interactions, including adhering to all HIPAA guidelines and regulations
• Provide training, support, and mentoring to colleagues
• Work with supervisors to achieve the established performance metric standards
• Use the phone system to track activities
• Participate in ongoing training and quality assurance exercises
• Adhere to all established workflows, scripting, and department greetings
• Meet performance goals for patient experience, quality, productivity, and all performance metrics
• Participate in special projects and performs other duties as assigned
• Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Work and build trust across cultural differences

Key Requirements

• Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards

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Clinical Health Network for Transformation (CHN)  is an equal employment opportunity employer. We comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or local. We are committed to building an inclusive workplace that values racial & social justice. We strongly encourage all persons to apply, including people of color and members of the LGBTQIA+ community.  

About Equip 

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture.  Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role:

The Patient Services Representative I is responsible for managing inbound patient inquiries via phone call, email, or other forms of communication. The PSR I will also provide program information, discuss insurance and finances, and hand off interested families to the Specialist. In addition, the PSR I will document calls in a CRM. The right person will have strong organizational skills, multitasking abilities, and sales skills. The ideal candidate is also comfortable working in a fast-paced startup environment, solving problems independently, and comfortable with ambiguity as data systems and processes are still being shaped.

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Responsibilities:

• Answer inquiry calls, emails, web forms, etc., and provide live information to patients, families, and referrents. 
• Respond to inquiries quickly and efficiently while routing inquiries to appropriate departments. 
• Collect patient information and input data points into various platforms and systems. 
• Schedule patient screening appointments, conduct reminder calls, and provide support to patients/families who request live contact. 
• Resolve patient requests in one call/contact or successfully manage prolonged or complex issues, with high attention to managing the customer experience and emotion.
• Encourage interested families/patients to move forward with the admissions process.
• Perform other duties as assigned.

Requirements:

• 2+ years of experience as a call center representative, customer service. representative, and/or patient scheduling. 
• Experience with fast-paced, high volume inbound call management. 
• Strong skills in communication and collaboration with diverse teams.
• Organized and results-driven.
• Comfortable in a fast-paced environment, subject to rapid change and innovation.

• Hours are 8:00am – 5:00pm MST or CST.

Bonus if you have the following

• Experience in healthcare and/or front desk management or health unit coordination 
• Experience working in a remote environment
• Previous experience working in a health-tech startup
• Passion for mental health and eating disorder treatment and expanding access to treatment

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Physical Demands:

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

At Equip, diversity, equity, inclusion and belonging are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. 

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, and/or any other legally protected classification protected by federal, state, or local law. 

Sana’s vision is to make healthcare easy.

All of us can agree healthcare is simply too hard in the US. And our members feel that pain day in and day out. We aim to create an experience that simply feels easy when you need to access our healthcare system. If you need something, you know where to go to get it with care that is a click (or as few clicks as possible!) away.

What’s beautiful about a vision oriented toward “easy” is how it imparts a singular feeling. We instinctively know as humans when something is easy versus hard, even if we can’t explain why. We fight as a company to make an easy pathway available to all our members at every stage of their healthcare journey. If you feel passionate about delivering better healthcare to small businesses through a seamless care experience and affordable benefits, join us!

We are looking for a hard-working, empathetic person to join our member advocacy team. We’re building a team of social workers, patient advocates, health coaches, nutritionists, and nurses to support our members in solving everyday problems.

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What you will do:

• Provide accurate guidance on health insurance and employer benefits across phone, text, chat, and email.
• Assist with onboarding, ensuring members understand and select appropriate health plans.
• Update on claims status and resolve any arising issues.
• Help with plan renewals, cancellations, or modifications.
• Address and resolve complaints or problems, such as billing discrepancies and coverage denials.
• Maintain detailed records of customer interactions, inquiries, complaints, and resolutions.
• Educate customers on maximizing their benefits and effectively using their health insurance.
• Assist members with navigating their online portal, accessing digital resources, and resolving technical issues.
• Ensure compliance with HIPAA policies regarding the protection of customer information.
• Collaborate with departments like Claims, Care Teams, and Network Operations to resolve customer issues.
• Meet or exceed performance metrics such as response time, resolution time, customer satisfaction scores, and quality standards.
• Provide feedback to teams about member issues to enhance user experience.

About you:

• Bachelor’s degree with 2 years of related experience in social work, patient advocacy, or health coaching preferred.
• Comfortable with remote work.
• Excellent communicator.
• Strong preference for candidates fluent in Spanish and English.
• Some knowledge of healthcare and/or insurance benefits preferred.
• Entrepreneurial. Self-directed. Excited to build something from scratch.
• Values-oriented. You care about making our healthcare system work better for people and business owners.
• Gritty. You aren’t worried about getting your hands dirty and working hard when you need to.
• Comfortable with change. We are a startup and need people who are ok doing things outside of their traditional job description.
• Comfortable with modern web applications. We are building all of our software in-house and you will be a key constituent in its development.

Benefits:

• Stock options in rapidly scaling startup
• Flexible vacation
• Medical, dental, and vision Insurance 
• 401(k) and HSA plans
• Parental leave
• Remote worker stipend

• Opportunity for career growth
• Dynamic start-up environment

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Sana is a modern health plan solution for small and medium businesses. We use a more efficient financing structure and integrated technology solutions to cut out wasteful spending and get members access to better quality care at lower costs. Founded in 2017, we are an experienced team of engineers, designers, and health system operators. We have the financial backing of Silicon Valley venture firms and innovative reinsurance partners. If you are excited about building something new and being a part of fixing our broken healthcare system from the inside, please reach out!