virahealth - Member Support & Care Advocate
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Requirements
• At least 2 years' experience in customer service, member support, patient services, or a related member-facing role — ideally in a health or digital health setting. • A genuine passion for women's health and supporting people to understand and manage their health. • Excellent written and verbal communication skills, with the ability to build rapport quickly in a virtual setting. • Strong problem-solving skills and a proactive approach to resolving member issues. • Strong attention to detail in administrative and operational tasks. • Comfortable working across digital platforms and health technology tools. • Compassionate, empathetic, and non-judgmental in all member interactions. • Highly organised with the ability to manage a varied workload independently while collaborating effectively with a remote, international team. • Cultural humility and a genuine commitment to serving diverse communities. • Experience in health coaching, care navigation, or care advocacy. • A recognised qualification or certification in health coaching or a related discipline (e.g. NBC-HWC, IHC, ICF coaching credentials). • Experience in women's health, menopause care, reproductive health, or maternal health. • Background in a digital health or virtual care environment. • Multi-lingual capabilities (particularly French, Spanish, Arabic, or other languages relevant to our markets). • WORKING AT VIRA HEALTH • Remote-first, with a flexible and internationally distributed team. • Part-time or full-time — we will shape the arrangement around the right candidate. • A mission-driven environment where your work has a direct and meaningful impact on the health outcomes of women and families worldwide. • Values-led culture built around being Bold, listening deeply, and pursuing Excellence.
Responsibilities
• This role is available on a part-time or full-time basis and is based in the UK. We welcome applications from both employees and contractors. • MEMBER SUPPORT & CUSTOMER SERVICE • Serve as an empathetic, knowledgeable first point of contact for members, managing day-to-day queries across multiple channels (email, in-app messaging, chat). • Troubleshoot member issues efficiently, coordinating with clinical, product, and operations teams to resolve problems and close the loop with members. • Respond to member queries promptly and professionally, upholding Vira's standards for response time and quality. • Maintain accurate records of member interactions and escalate complex issues appropriately. • Identify patterns in member feedback and flag opportunities to improve the member experience. • Support member onboarding and engagement, ensuring members understand how to access and use Vira's products. • CARE ADVOCACY – VIRA MEMBER ZONE • Deliver virtual 1:1 Care Advocate sessions with Vira members, providing personalised guidance on health concerns, symptoms, and navigating next steps. • Support members across a broad range of women's health topics including fertility, hormonal health, perimenopause, menopause, pregnancy, parenting, and family health. • Provide evidence-based health information, lifestyle guidance, and self-management strategies in clear, accessible language. • Guide members on finding appropriate clinical care and facilitate referrals in collaboration with the wider clinical team, following established escalation protocols. • Respond to general health questions via asynchronous messaging on a non-urgent basis. • Apply motivational interviewing techniques to support members in setting meaningful health goals. • Recognise when a member's needs exceed the scope of care advocacy, and escalate appropriately to clinical colleagues following established protocols. • Document sessions accurately in line with Vira's clinical governance standards. • HEALTH COACHING – STELLA • Provide virtual, text-based 1:1 coaching to Stella members, supporting lifestyle and behaviour change to address menopause symptoms. • Guide members through personalised, symptom-based care plans within the Stella app. • Set clear, collaborative goals with members and track progress over time.
Benefits
• £30K – £37K • Offers Equity • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here
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