[Hiring] Care Agent @Lavender

Role Description

We are currently seeking a Concierge Team 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 is a remote working environment, and offers a positive work culture and fun company events.

Responsibilities:

• Be the first point of contact for new or existing clients with kindness, timely/accurate responses to the queries.
• Monitor and respond to incoming communication channels in a timely manner (ie: phone, email, text and chatbox) client inquiries and making every effort to convert them to a client in a kind, compassionate manner.
• Understand our scope of care and guide clients appropriately; directing clients to external resources if they are not a fit for Lavender.
• Handle appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked.
• Support all clients' needs and escalate issues when appropriate.
• Be proactive and responsive to communication with nurse practitioners in support of scheduling, clients' needs and communication.
• Maintain awareness of NPs on shift and direct inquiries as appropriate.
• Provide immediate response to symptom management issues.
• Apply critical thinking in managing client concerns that are seeking support and escalate when appropriate.
• Monitor existing client tickets to progress them to closure in a timely manner with a positive outcome.
• Ensure continuous review of 21/45 day follow up bucket.
• Review new and unassigned buckets on a continuous basis.
• Complete unscheduled follow up and missing information tickets regularly and close off in a timely manner, making every attempt to maintain the client under our care.
• Escalate unresolved credit card or insurance issues according to policy.
• Manage ticket documentation to support data collecting.

Qualifications

• 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.
• Stellar communication skills, phone and email etiquette.
• 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.

How to Apply

To apply for this position please submit your resume and application at www.joinlavenders/careers.com . We thank all applicants that apply!