Job Description
The Opportunity 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: The Concierge team agent is responsible for creating a positive first impression and supporting clients in accessing Lavender care as well as supporting documentation and billing. Duties include but are not limited to: Client care: 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. Understanding our scope of care and guiding clients appropriately; directing clients to external resources if they are not a fit for Lavender. Handling appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked. Supporting all clients needs and escalating issues when appropriate. Support for nurse practitioners: Being proactive and responsive to communication with nurse practitioners in support of scheduling, clients needs and communication . Maintaining awareness of NPs on shift and directing 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. Ticket management: Monitoring 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. Escalating unresolved credit card or insurance issues according to policy. Managing ticket documentation to support data collecting. The candidate: 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 To apply for this position please submit your resume and application at www.joinlavenders/careers.com . We thank all applicants that apply!