Vitality Group Inc.

Strategy

• Responsible for planning and designing engagement growth plans for assigned clients
• Serve as the main point of contact for multiple assigned clients on day-to-day operational support
• Evaluate, strategize, present, and implement wellness program designs that effectively articulate the Vitality value proposition
• Proactively monitor and measure assigned client program data consistently
• Identify and drive program components to increase member satisfaction utilizing trend data
• Build and reinforce interdepartmental relationships by driving excellence in communication and teamwork
• Update internal tracking documents and CRM to maintain records of client interactions
• Prepare and coordinate formal presentations for clients, prospects, and members regarding product, plan design, and member education

Senior Wellness Strategy Manager

Implementation Specialist

• Lead large and complex implementations defined as highly sensitive, high risk and high-profile installations as well as employer group implementations
• Manage cross-functional projects as they relate to strategic initiatives
• Mentor Implementation Managers and assist with training as necessary
• Support new Implementation Managers during first set of client launches
• Represent the Implementation Management team during inter-departmental workshops and planning sessions
• Collaborate with leadership on business metrics to ensure the success of projects
• Drive continuous improvement to the standard operating procedures within the implementation team and across the organization to ensure efficiency and quality launches
• Drive standardization of best practices across the implementation team and organization at large
• Identify and champion product enhancements that support efficiency and quality in client launches
• Assist the IM Leadership in fostering teamwork
• Other duties as assigned.

Strategic Implementation Manager

Support Engineer

• Responding to, and regularly providing updates to, open Support SubTasks with the objective of meeting SLAs.
• Working with internal teams and resources to understand and communicate expected behaviour from Vitality systems.
• Providing communication to stakeholders during escalated defect resolutions.
• Triaging incoming Support tickets and identifying priority of investigations.
• Writing detailed tickets for internal development teams with the objective of Support Defects / Hardening Initiatives being routed through the software development process.
• Other duties as assigned

Support Analyst

Customer Support

• Manage escalated Inquiries from Customer Care and Administration agents
• Ensure Rapid Response and Resolution of escalated inquiries are achieved
• Maintain and continue to develop knowledge of The Vitality Group’s program, and identify areas to improve to help better our members experience
• Receive inbound calls directly from members in a backup capacity to the Call Center
• Manage the escalated service concerns received from brokers, employer contacts or account managers and responds to those contacts regarding their escalated concerns
• Communicate verbally and/or in writing to both internal and external clients
• Anticipate and prepare for next questions the audience will ask
• Submit requests to the proper department to prevent re-occurring issues and recommend improvements
• Track, analyze and report on improvements of certain processes to avoid potential service issues
• Communicate within operations issues and or concerns that may arise and load tickets for system issues
• Educate clients on the program as well as navigation of the website
• Capture events submitted manually and electronically
• Attend and or present at client events which may include travel
• Create a “we care” atmosphere
• Other duties as assigned

Customer Support Specialist

Administrative Assistant

• Work with Vitality members through email and live chat to answer program questions and troubleshoot issues with Vitality and external stakeholders
• Complete data entry of member submissions
• Effectively manage and respond to customer inquiries
• Submit requests to proper departments to prevent recurring issues
• Ensure rapid response and resolution of escalated inquiries
• Maintain and develop knowledge of the Vitality program and identify areas for improvement
• Identify problems or gaps in current processes and help devise creative solutions
• Track, analyze, and report on improvements to current processes
• Communicate verbally and in writing to internal and external audiences, anticipating questions and positioning information appropriately
• Communicate within operations about issues, including loading tickets for system-related issues
• Educate customers on the program and website navigation
• Capture submitted events
• Other duties as assigned

Administrative Specialist

Data Entry

The Opportunity: We are looking for a Data Entry Specialist whose main function is providing excellent customer service by quickly and accurately processing submissions sent electronically by our members. A Data Entry Specialist will compare data with source documents submitted by our members, checking for accuracy and that supporting documentation meets specified requirements.

Essential Job Functions:
Consistently meet the established daily quota
Ability to perform repetitive tasks with accuracy
Ability to handle personal and confidential member information in compliance with HIPAA regulations
Ability to understand and follow specific instructions and procedures
Ability to accurately document and record member information
Other duties as assigned

Pay Rate = $13.50/hour