Care Concierge Agent

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!