Job Summary
This role is best described as an "Intake Team Member" - however, we have also referred to it as "Client Success Team Member."
In this role you own the first impression of our prospective and current clients who are reaching out for service needs on both organizational silos: corporate clinical and private pay. (In time, for the right candidate, you may perform acquisition of/contracting of private pay prospects - within our private pay silo. This includes clear $ commission incentives.)
To start, this is a 15-20 hour per week role. In time, hours could increase for those interested or remain part time for those with this preference.
If you have healthcare experience or have served in a health-related role and are:
Assertive
Savvy
Creative
Empathetic
Innovative
Analytical
Team-oriented
Goal-driven
Self-motivating
Accountable
Reliable
..and filled with GRIT
AND you value the privilege of a work from home role with awesome growth potential and an amazing collaborative team-environment, please apply!
This role requires day time hours. The position is somewhat flexible in that you will dominate your own calendar in which you schedule calls and have regular/predictable availability take on-demand calls. Typical expected work hours fall within 9-5. Very, very occasional evening call or weekend calls for clients who may have limited time otherwise.
Duties include but are not be completely limited to:
Providing clear service value to incoming prospective clients
Explaining or unpacking FAQs
Supporting the completion of electronic forms to initiate service offerings
Onboarding of clients
Assigning team members for service implementation
Triaging clinical needs telephonically and electronically through templates and forms
Collaborating with both the private pay billing team and the corporate clinical team to
ensure info is obtained/warm handoff occurs for service initiation
This role can and will grow in several directions within the organization and may warrant hiring supportive roles in the near future. We are actively intensifying our account management and sales efforts which will directly correlate with service inquiries increasing. Great growth potential for someone who wants to own this role, grow it and demonstrate true accountability and value for this vital position.
Please see below for a detailed breakdown of role requirements:
45% Prospect communication
Private Pay:
Brief calls explaining the service options, setting expectations for next steps, sharing links to complete forms for insurance analysis of their coverage vs facility of choice
Corporate:
Triaging need, completing triage document, explaining service options, sending HIPAA forms, generating MER requests and assigning to team
30% Client communication
Private Pay:
Follow-ups messaging via phone and email, sending contracts, explaining/assisting with completion of contract agreement
Corporate:
May answer some questions surrounding process/onboarding if needed, may send follow-ups/make calls to collect info to move service relationship into onboarding
10% Onboarding
Private Pay:
Updating systems and spreadsheets with data, assigning team member to serve the clients, sharing collateral to set expectations/timeline of service, welcoming them as a client, ensuring team and client have all info for warm transfer/handoff to billing service team
Corporate:
Updating systems/spreadsheets with data, downloading/uploading forms/docs into appropriate locations, sharing collateral to set expectations/timelines, welcoming the client to OnPulse, ensuring team and client have all info for warm transfer/handoff to clinical service team
10% Team collaboration and Team meetings
Communication exchanges with team members
Happy Hour, Billing/Clinical team meetings as warranted
5% Streamlining processes/reporting
Updating and evolving reporting/data capture and ownership of tracking prospects/clients
