Welcome to the First Edition of Vida Voice!

Welcome to the brand-new Vida Voice blog! This will be your central hub for the most up-to-date workflows, training announcements, and team highlights.

Before diving into the operational updates, let’s take a moment to celebrate some massive wins from last week! The team solved an incredible 2,901 tickets. A special shoutout to our top five agents driving this momentum: Carolina Lacayo (283), McKayla Small (258), Jessica Rosales (189), Tiersa Lang (172), and Tatyana Cesar (142).

We also want to recognize our top five enrollers who did a fantastic job bringing new members into the Vida mission last week:

• Carolina Lacayo: 36 enrollments

• Wisdom Nelson: 32 enrollments

• Paris Rankins: 30 enrollments

• Samuel Fuenzalida: 30 enrollments

• Alexandria Askew: 28 enrollments

Thank you all for your hard work and dedication to our members. Let’s keep this momentum going! Now, let's review the critical updates you need to know to keep things running smoothly this week.

🧠 Mindset & Best Practices: The 5 Pillars

Handling member inquiries requires more than just knowing where to click or which macro to use. It requires a specific mindset. To drive interactions toward a successful resolution, show up to every call with these five balanced traits:

• Confidence: Own the interaction and reassure the member that you have the expertise to help them.

• Empathy: Actively listen and validate the member's feelings so they know they are heard.

• Directness: Guide the conversation clearly and concisely to keep things focused and efficient.

• Honesty: Set realistic expectations, avoid making false promises, and be transparent.

• Informativeness: Provide accurate, actionable answers that resolve the root of the concern.

The Bottom Line: Keep these balanced. Empathy without directness leads to long calls; confidence without honesty leads to broken promises. Combining all five creates a seamless experience.

📚 Knowledge & Training Updates

Action Required: Subscribe to Vida Voice in Zendesk

We are moving all updates into the system you already use. Please take 60 seconds today to subscribe so you receive notifications for future editions. Navigate to the Knowledge Base, click on Internal Knowledge Base, select the Vida Voice section, and click the Follow button.

Upcoming Training: Objection Handling

Taking advantage of every enrollment opportunity is how we achieve our mission of transforming obesity management. Keep an eye out for a new Objection Handling training launching later this week to help build your confidence on the frontlines.

Knowledge Base (KB) Feedback Process Reminder

Your input keeps our articles accurate! Please use the official feedback flow rather than messaging Axel or Shaunie directly. Search for the article in Zendesk, click into it, find the section needing an update, and click the three vertical dots (⋮) on the right to submit your suggestion.

New KB Articles Published This Week:

• Handling Bug Reports: A guide to triaging, diagnosing, and gathering INFRA data to turn technical frustrations into seamless experiences.

• Support For Visually Impaired Members: A guide outlining how our platform interacts with assistive tech for members who are legally blind or experience low vision.

• Subject-Focused Escalations: Detailed protocols for handling Clinical/Provider/Pharmacy escalations, Operational/Technical resolutions, and High-Risk Compliance/Privacy protocols. Do not deviate from the listed actions for high-risk safety inquiries.

⚙️ Workflow & Process Updates

Urgent Focus: Ticket SLAs

Currently, our First Reply Time is sitting at 1.5 days (our goal is under 1 day). Additionally, our resolution time for unsolved tickets is at 5.1 days (our goal is under 5 days). Please continue working from oldest to newest, and ensure you are touching brand-new tickets within 1 day of submission to meet the first reply requirement.

Managing Incomplete Contact Forms

Only submit a support ticket if the member is already placed in AMS.

• Member is NOT in AMS: Do not escalate. The form will auto-update to "Completed" once they are placed and their DoseSpot ID populates. (Note: Meeting with an RD may need to happen before AMS placement).

• Member IS in AMS: Submit a ticket. If the form remains incomplete after placement, it is an actual issue.

• Resource: Internal Agent Guide - Member Onboarding Forms

Sutter Health Plan GLP1 Update

Please note the system behavior for the GLP1 Companion feature in the app and on the HG platform. Members who were on GLP1 prior to launch will see the engagement requirement status. Members who are new to GLP1 will not see these requirements yet, as the functionality has not launched for them.

Reporting Contact Center Issues

If you experience a glitch, log it immediately in the Issues Tracker. You must include a detailed description and visual evidence so our tech team can find the root cause. Use Cmd + Shift + 4 for Mac screenshots, or Cmd + Shift + 5 for Mac screen recordings.

Updated ADP Allocation Codes

Using the correct ADP codes is vital for accurate KPI reporting. Please review your timecards daily. Do not use the old 4000 (IB) or 2000 (Chase) codes anymore.