Concierge Lead Generation Agent

3 months ago

Calgary, Canada Lavender Psychiatry Full time

Founded in 2020, Lavender is the largest nurse-owned and operated online psychiatry and therapy office in the United States. Our extraordinary team of 100+ talented and like-minded folks works remotely from across the United States, Canada and the Philippines to collaboratively increase access to high-quality, high-touch mental healthcare. Lavender is a human-first organization and our people embody:

- A bias towards action- A capacity for self-direction- Originality and creative instincts- Courageous and bold thinking- And the potential to achieve even more

If you’re looking for a fast-paced, constantly evolving environment where your voice matters and you can truly have an impact creating high-quality, user-centric mental health services, we want to hear from you
- Lavender is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives and background will lead to a better environment for our team and a better experience for our clients. We strongly encourage people of color and members of the LGBTQ+ community to apply._

**The opportunity**

We are currently seeking a Concierge Lead Generation Agent to join our Concierge team If you are customer service driven, excited to make a difference in the lives of others by helping them seek access to quality mental health care, and are results oriented then this position may be for you We are a growing organization that offers a positive work culture and fun company events. This is a remote, work-from-home role.

**Responsibilities**:
The Concierge Lead Generation Agent will be responsible for educating and informing potential clients about Lavender care, ensuring all questions are answered and their booking experience is positive and successful.

Duties include but are not limited to:
**Client care**:
- Build rapport with potential new clients- Listen first, and respond with kindness and compassion, understanding that taking the first step to seek care is often a difficult one for clients- Educate client on Lavender services, pricing, and booking process (transparency and leveling of expectations)- Verify insurance coverage or confirm private pay within first interaction- Promote and exhaust all solutions to try to successfully convert clients (e.g., out-of-network coverage, Advekit, etc.)- Maintain accurate and up-to-date knowledge on current service offerings and nuances to ensure clients are always receiving accurate information- Document all client interactions in accordance with policies and standards, ensuring accuracy of tags and coding for meaningful data generation- Ensure each communication effort contains an action item and always go above and beyond client expectations - providing concierge level service with clarity and efficiency

**Data Tracking and Qualifying**- Adhere to new lead follow-up cadence with new clients who haven’t engaged beyond first reach-out- Convert new leads with mínimal contact points with client (efficient, action-oriented communication with mínimal back and forth)- Ensure intake is completed within 24 hours (follow up accordingly, make appropriate decisions based on date set for session if you can extend this window)- Accurately and successfully identify completed intake forms requiring further review/triage by clinical leadership
- Use and exhaust all communication channels with cold leads until most effective method is determined

**Documentation & Communication**:
- Qualified leads are accurately scheduled in EHR and billing systems, per standard, with all qualifying criteria/data documented accurately and client clarity on the process- Unqualified leads are communicated to in a kind, compassionate manner, particularly if they are not a fit for Lavender. When possible, clients are provided with alternative resources for care.- Client situations are escalated effectively when there is a perceived service failure and client is upset; client should always be treated with respect and their concerns acknowledged- Cold leads that do not respond to f/u cadence are closed out per standard- All tickets are carefully and accurately documented and tagged and unnecessary tags are removed. Closure reasons are accurate.
- Identify opportunities for improvement of processes, documentation and data
- 3+ years of experience in a call centre or sales-related environment- Sales-driven with proven ability to convert leads- High emotional intelligence, excelling in empathetic client communication-
- Highly efficient and goal oriented with a client-centric work ethic- Able to handle difficult clients with patience, kindness and compassion- Adaptable to changing processes- Tech savvy with computers, phones, online software systems and apps
- Must have own computer and a quiet, professional space to work from home

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