About VNS Health
For more than 130 years, VNS Health has been serving New Yorkers through home- and community-based health care. It ranks among the largest nonprofit organizations of its kind in the United States. On any given day, a team of over 11,500 people works together to support more than 99,000 patients and members across the city.
Full Job Description
This is a fully remote Contact Center Agent role focused on delivering helpful, courteous support to customers through multiple channels — phone calls, chat, email, and web-based tools. The goal is simple: understand what each caller or customer needs and connect them with the right service, quickly and professionally.
You’ll be representing the organization’s values in every interaction, whether you’re speaking with a prospective member, an existing patient, or internal staff. That means treating every conversation with empathy, honesty, and adaptability, and making sure people walk away feeling genuinely taken care of.
What This Role Involves
- Supporting a specific business unit and building expertise in that area over time
- Handling incoming questions and non-clinical complaints, working directly with patients, physicians, hospital staff, and internal teams to get issues resolved without unnecessary delays
- Listening carefully and communicating clearly so customers feel heard and their concerns are properly addressed
- Building strong working relationships with customers to make future issue resolution smoother, while staying current through ongoing training
- Meeting contact center performance standards, sharing useful tips with teammates, and flagging ideas that could improve the overall customer experience
Qualifications Education
- A high school diploma or equivalent is required
- A bachelor’s degree in Communications, English, Public Relations, or a related field is preferred, though equivalent experience is also accepted
Experience
- At least one year of customer service experience, ideally within a healthcare environment
- Strong verbal communication and customer service ability
- Comfortable using basic computer tools, including Microsoft Office
- Bilingual ability may be needed depending on the specific team’s requirements
