Customer Support and Engagement Specialist 100% Remote

Vori Health; Nashville (TN); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading healthcare company is seeking a Customer Support and Engagement Specialist to provide exceptional service to patients. This remote role involves managing communication, onboarding, and support for patients while ensuring a compassionate experience. Ideal candidates will have a background in customer support, particularly in healthcare or hospitality, and possess strong communication and problem-solving skills. Join a team committed to improving patient care and experience.

Benefits

Competitive salary and equity options

Health, dental, and vision coverage

Retirement plans (401(k) and Roth options)

Paid time off and holidays

Fully remote work environment

Professional development resources and stipends

Paid parental leave

Employee Assistance Program (EAP)

Qualifications

• 3-5 years in customer support within hospitality or healthcare.
• At least 2 years in inside sales or outbound call engagement.

Responsibilities

• Respond to and resolve messages, calls, and tickets from patients.
• Provide personalized support to potential patients exploring Vori’s services.
• Assist patients with virtual access setup and troubleshoot technical issues.

Skills

Customer Service

Communication

Problem Solving

Multitasking

Tools

Zendesk

Jira

Microsoft Office

Google Drive

Job description

Customer Support and Engagement Specialist 100% Remote

Join to apply for the Customer Support and Engagement Specialist 100% Remote role at Vori Health.

Who We Are
Vori Health is an award-winning, nationwide, virtual-first, musculoskeletal medical practice focused on evidence-based care that treats the whole person. Using a unique care model, we connect patients to a trained care team including a nonoperative physical medicine physician, a health coach navigator, and a physical therapist, who manage initial assessments and coordinate care. Our mission is to empower humanity to lead healthier lives.

Role Overview
The Customer Support and Engagement Specialist is a virtual role serving as the front line for inbound and outbound communication with Vori Health’s members and potential members, including onboarding new patients. You will infuse the patient experience with hospitality and compassionate service, answer questions, resolve issues, and educate patients on Vori’s services. You will support patients throughout their care journey, manage referrals, coordinate with the care team, and communicate feedback internally for continuous improvement. As a startup, flexibility and adaptability are essential, with the ability to shift focus quickly between tasks and strategy.

Availability for later afternoon and evening hours (up to 10pm EST) is preferred.

What You’ll Do

• Respond to and resolve messages, calls, and tickets from patients and team members promptly and hospitably.
• Provide personalized support to potential patients exploring Vori’s services.
• Maintain documentation of inquiries and resolutions per team policies.
• Manage incoming referrals and onboarding information, ensuring patients access their applications.
• Assist patients with virtual access setup and troubleshoot technical issues.
• Support clinical and revenue cycle teams with administrative functions, including scheduling, medical records, and insurance verifications.
• Proactively update patients on inquiry status and required actions.
• Support outreach campaigns and operational pilots.
• Maintain a calm, compassionate demeanor in high-stress interactions and escalate issues as needed.
• Participate in team meetings and training updates.
• Coordinate with internal Tech and Clinical teams for seamless patient experiences.

Qualifications

• 3-5 years in customer support within hospitality or healthcare.
• At least 2 years in inside sales or outbound call engagement.
• Experience in fast-paced, startup environments (1-3 years).
• Technical aptitude with software platforms like Zendesk, Jira, etc.
• Proficiency in Microsoft Office or Google Drive, especially Excel or Sheets.
• Strong customer service skills and proven ability to create exceptional customer experiences.
• Ability to multitask across multiple technology platforms.
• Passion for learning and adopting new technologies.
• Excellent communication skills, both written and verbal.
• Problem-solving and critical thinking abilities.
• Self-motivated and able to work independently and collaboratively.
• Ability to engage and interact effectively with patients.

Nice-to-Haves

• Bilingual in Spanish and English.
• Passion for healthcare innovation and human connection.
• Empathy, positivity, and calmness under stress.
• Adaptability and quick learner.

Additional Requirements

• Legal authorization to work in the US or Canada.

Work Environment

• Remote, US-based.
• Ability to perform physical activities like sitting, standing, and using a computer.

Benefits

• Competitive salary and equity options.
• Health, dental, and vision coverage.
• Retirement plans (401(k) and Roth options).
• Paid time off and holidays.
• Fully remote work environment.
• Professional development resources and stipends.
• Paid parental leave.
• Employee Assistance Program (EAP).

Join us and be part of a team that values growth, success, and the well-being of our Vorriors!