Preamble

Outbound Calling Hours: 8AM - 8PM PT

This article outlines all the necessary information for Phone Support Agents (Modsquad and Vida Tier-1).

Agents are responsible for responding to and resolving support issues that come in via phone with requisite consideration, empathy, and thoughtfulness. An agent can actively search the knowledge base and find answers to the most commonly asked questions. 

This article will outline all steps necessary to handle the majority of issues that will be asked while on the phone. If in the event an agent cannot answer a question, please do your best to write it down and send it to the Vida internal support team so we can add that information to this document! 

Ticket Handling Guidelines

What is Vida?

IMPORTANT TIPS:

• All scripts in this article that need to be used by the agent will be italicized and in purple.
• Keep an additional tab open in your browser to the Help Center, in case you need to search for an answer while you're talking to the user.  

General Scripts

Full call script guide can be found here: Call Scripting

Call Opening and Greeting

Inbound

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

<record full name>

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

<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?"

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

"What is the organization that provides you with Vida?"

<Continue with B2B verification>

"To ensure I have the right account pulled up and to comply with HIPAA regulations, can you please provide your DOB and Zip Code?"

<If you can't verify them, ask for the email associated with their Vida account and pull up on Vida Admin>

"Can you verify the email that is on your current account?"

<Use the UUID to pull up the B2B record>

<Once they specify their employer or insurance company>

"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 B2B.>

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

If they say they pay for Vida out of pocket or they pay for it on their own, please go to the Consumer section below.

If the caller is returning an outbound call from us and  is asking who we are:

"We are calling from Vida health on behalf of [health plan- you can use the actual name "Ambetter" or "Humana" etc]. Vida is a health coaching benefit offered to members through their health plans."

Outbound

"Hello, may I please speak to <name> please?"

<Once member is on the line>

"Hi <name>, this is <agent name> calling from Vida Health on behalf of <member's pay organization> on a recorded line. This is regarding your <support inquiry or issue>. Is now a good time to speak?"

<Once member acknowledges>

"Great! Before we proceed, as a security measure to ensure we're speaking to the right person, can you please verify your birthdate, and health plan or employee ID?"
 

<Record and confirm DOB and Health plan/Employee ID>

"Thank you for that." (then proceed with the call).

During the call

Core systems to have open in separate tabs:

• Admin - To access/modify a member's account, view their teams and programs
• B2B - To view and confirm a pay org member's eligibility status
• HG Platform - For onboarding assistance, view/modify consultations
• Help Center  - To access knowledge content.
  • Help Center Tips

If you need to search for anything, please ask the member if it is ok to put them on hold for a few minutes while you look in our systems. 

Call Ending

Always ask if there is anything else you might be able to do for them.

"Thank you for calling Vida, you have a great day" (something to this effect)

No Answer

If no answer, leave a voicemail stating, "this is ___ from Vida health, calling for [member name]. Please return our call at +1 (855) 442-5885 at your convenience."

IVR Option 3 for Prescribing Support

"Prescribing Support Escalation Template" Macro

Prescribing Escalation Template

Help Center Tips

HelpCenter: https://support.vida.com/hc/en-us

You should be able to search the  Help Center for an article covering the most frequently asked questions.  Searching The help center is a great way to look for any other answers you may not find in this document. 

If you do not see an article that answers or solves the issue you are working on, just take a note and let us know and we will make sure to create one! 

Most of your searching will be done with the General Assistance or FAQs Sections. 

General Assistance 

This section houses the basic information about how our app works. If a client calls in an asked how to do something in the app or are confused about any of the functionality you can find instructions here. These are all public documents and clients can also search for and view this information. 

Internal KB

This section house all of the internal-facing knowledge for any ticket or issue ever encountered and resolved in our system. This information may include information not intended for the end-user. You can search this part of the Help Center for information possibly pertaining to trending issues or answers to more technical questions that don't require account access to solve. Be sure to look thoroughly through the article for a solution that fits your particular group (Modsquad Shared). If there is not a resolution specifically for your team, then the issue may need further handling. 

Escalation Path 

Escalation Processes 

Occasionally an issue will arise that requires the attention of management. Below is some information about issues that should be brought to the attention of the internal Vida team. 

General Process

Trending issues - A trending issue is defined as a similarly stated problem by enough clients within a short period of time to cause concern. Trending issues should always be escalated to the dedicated team. Significant Trending issues include:

• App crashes
• Reports of bugs that cause clients inability to engage with coach or content, or render the app. or experience otherwise unusable.
• Reports of unresponsive coaches.
• The member reported that they have had to reach out to support multiple times. 

A trending issue should be escalated using the following process: 

1. Add information about the user in the phone recording ticket in Zendesk. 
2. Add a brief description of the issue being escalated.
3. Assign ticket to the Vida Internal Team.

Emergency Process 

The following issues should be escalated directly to the support manager who will work with the internal teams and account management to address with the paying organization or take any further action:

• Mass reports of Inability to access the app
• Mass reports of inability to verify eligibility
• Mass reports of video performance issues
• Any reports of privacy or security violations
• Reports of a medical emergency
• Reports of harm or self-harm 

An Emergency issue should be escalated using the following process: 

1. Add information about the user in the phone recording ticket in Zendesk. 
2. Add a brief description of the issue being escalated.
3. Assign the ticket to the Vida internal team.
4. Call and text the support manager directly to confirm the issue has been handed off.

Other Escalations

Employment Verification - Direct them to email support@vida.com

Billing / Accounting -   Direct them to email support@vida.com

Business Inquiries - please ask them to email their information to support@vida.com and we will make sure that information is routed to the proper team in the organization. 

Leadership

Customer Support Training Specialist

Drew Kruschel (drew.kruschel@vida.com)

Customer Support Managers

Evelyn Hernandez (evelyn.hernandez@vida.com)

Vika Tomlinson       (vika.tomlinson@vida.com)

Inez Fuller              (inez.fuller@vida.com)