Customer Operations Virtual Assistant

About Duet Duet partners with Nurse Practitioners at every stage of their independence journey — from the first question ("Can I actually do this?") to their 5,000th patient and beyond. We empower NPs to thrive as practice owners and transform access to primary care, with tools built for patient-centered care and a community of peers who've walked the same road. What started as a bold idea is now a growing national movement: led by NPs, powered by Duet. Our strategy and operations team sits at the center of how we deliver on that mission — managing the end-to-end experience for every practice we serve, from their first day to long-term growth. The Role We are looking for a detail-oriented, proactive Virtual Assistant to support our Customer Operations team. You will report directly to our Head of Strategy & Operations and work closely with our Senior Credentialing Analyst and Launcher Program Manager to keep our day-to-day operations running smoothly. Roles & Responsibilities Credentialing Operations Support Working directly alongside our Senior Credentialing Analyst, you will serve as the first line of operational support for our provider credentialing and payer enrollment process: Conduct outbound calls to insurance payers to verify provider eligibility, check enrollment application status, and follow up on outstanding contracting items Support provider intake by assisting with live intake calls — pulling up intake forms, capturing provider information in real time, and ensuring all required documents are collected Manage payer portal access requests and submissions, including logging into provider portals to submit enrollment applications and track correspondence Monitor and triage the credentialing team inbox, routing and responding to routine provider and payer inquiries Send weekly credentialing status update communications to practices on behalf of the credentialing team Assist with data entry and record maintenance in Monday.com, HubSpot, and CredentialStream as provider and enrollment data is updated Track open enrollment applications and flag stalled or non-responsive providers for follow-up Launcher Operations Support Our "Launchers" are NP practices preparing to open their doors. You will help ensure they are set up for success from day one: Maintain and update our customer knowledge base, ensuring that practice onboarding documentation, FAQs, and process guides are accurate and current Triage incoming support tickets from launcher practices, resolving routine inquiries and escalating complex issues to the appropriate team member Assist with HubSpot CRM data hygiene — updating practice and provider records, logging communications, and ensuring deal stages and project statuses reflect current state Support coordination between Account Managers and the credentialing team by pulling deal and contact information from HubSpot and surfacing it as needed Help draft and send routine practice communications (e.g., follow-up emails, document request reminders) using approved templates General Customer Operations Support Assist the Head of Strategy & Operations with ad hoc research, data gathering, and administrative tasks as needed Help prepare internal reports or summaries by pulling data from Monday.com, HubSpot, or other internal tools Support Account Managers with client requests, including data pulling and email responses Participate in a brief weekly sync to align on priorities and provide status updates