Preamble

The following support request scenarios will require member verification:

• Employer Account Support inquiries
  • Anything that requires pulling up a member’s account, looking into account information or metrics; general rule of thumb is that it is always best to do verification at the beginning of EVERY call
• Enrollment
• Health Plan members: if the member is offered Vida through their health plan, the verification must be done at the beginning of the call and you may not provide any info whatsoever until this step is completed.

If it doesn’t qualify under any of the above scenarios (e.g. basic product questions like "how much is Vida?", business/marketing/employment inquiries),  please execute the necessary assistance without having to verify their information. However, if the conversation turns into an enrollment or any account support is needed, verification MUST be done at that time.

For our verification process, we have 6 total pieces of information to ask from our members:

Basic Info

• F/L Name
• Email
• Paying Organization that provides Vida to them

Verification Info (2 out of 3 required from the member)

• Zip Code (now located in B2B)
• DOB
• Health Plan or Employee ID

The majority of our pay orgs will have a member’s zip code listed in B2B.

Process

Step 1: Collect basic member info

• F/L Name
• Email associated with Vida Account
• Paying Organization that provides Vida to them

Step 2: Verifying the member’s info in B2B (Step by step instructions detailed in this section)

Members from Pay Orgs with Zip Codes in B2B

• Request verification using their DOB + Zip Code
  • If Zip Code provided is different than what’s on B2B, then ask for Health Plan/Employee ID

Members from Pay Orgs with no Zip Codes (enrolled via invite code)

• Verify their DOB & email they used to enroll in Vida
  • Search for their account by email address in Admin → Customer Profiles - Demographic/Personal Data
    • Their DOB will be listed in the results
• Boeing Members: Verify in B2B using Employee (BEMSID) + DOB (Month + Year)
  • Members will only have their Birth Month and Year in B2B. Everyone will have their birth date appearing as the 1st.

Responding to Follow Up tickets

• If it's regarding the same issue as the previous ticket, please proceed without having to reverify.
• If it's a new issue (not related to the previous), please re-verify using the above steps

Email Tickets

To request this from the member via email, use the macro: Vida Account Verification

Hi {{ticket.requester.first_name}}​ 

Thank you for contacting Vida Health Support! We are happy to look into[summarize request].

Under HIPAA, Vida Health applies best practices to ensure the safety and privacy of all our members. To verify we are communicating directly with a Vida member, please confirm the following:

• Your first and Last name
• The email address associated with your Vida Account
• Zip Code
• Your date of birth

Once we verify your membership, we'll be able to help with your request. We look forward to hearing back from you soon!

If Zip Code provided is different than what’s on B2B, then ask for Health Plan/Employee ID. Remember that we need to confirm at least two of the three verification details we ask for to complete verification.

Phone Tickets

Sample Script

"Thank you for contacting Vida Health Support, This is <agent name> on a recorded line, may I have your name?"

<record full name>

"Thank you <name>, and are you a current Vida member?"

<If yes, pull up them up in admin/b2b and verify them before moving forward with support>

"To ensure I have the right account pulled up and I’m speaking with the correct person, can you please provide the email associated with your Vida account along with your DOB and Zip Code?"

<If no, let them know who you are and get clarification on where they heard about Vida>

"Vida is a health coaching benefit offered to members through their benefits plans. May I ask how you heard about Vida? Do you remember getting a text, letter, or email from your employer or insurance company that told you about health coaching from Vida Health?"

<Once they specify their employer or insurance company>

"As a security measure, please verify your DOB, and Zip Code?"

<Record and verify DOB and Zip Code, then confirm their phone number>

"To confirm in case we disconnect, the phone number you’re dialing in from [state phone number from call details] is your direct personal number?"

<If the member clarifies and provides a different phone number, note it and update the ZD profile accordingly.>

"Thank you - One moment please......"

<Check and confirm their information B2B before proceeding with support>

"Thank you for waiting - how may I help you?"