Call Center Representative

General Description

Chiro One Wellness Centers is a high-growth, healthcare organization with 50+ clinics, primarily in the Midwest. Each month, we help thousands of patients live happier, healthier lives through our unique model of chiropractic care.

This Customer Service Representative is the first point of contact for prospective patients reaching out for Chiropractic care. They are responsible for effectively communicating the value of receiving treatment at our Chiro One clinics to convert prospects into patients. Top KPIs for the role include the number of new patients “appointments kept” and the conversion rate of leads to new patient appointments. It is their responsibility to drive patient acquisition via inbound and outbound calls, chats, texts, and emails utilizing CCaaS, CRM, email, and nurture technology platforms.

A Customer Service Representative demonstrates a thorough understanding of the Chiro One value proposition and successfully communicates and nurtures prospective patients to drive new patient acquisition. This role is a good fit for highly motivated individuals who are goal driven, service-focused and looking to be a part of a mission-driven organization.

Essential Functions and Responsibilities

• Act as an integral member of the inside sales team responsible for converting patient leads into patient appointments utilizing phone, chat, email, and text communication channels.
• Accountable for meeting and surpassing daily, weekly, and monthly “appointment kept” and conversion targets.
• Utilize sales skillsets including service knowledge, rapport building, active listening, communication, qualification questioning, objection prevention and handling and closing.
• Promote Chiro One services and benefits of care including competitive differentiators regarding our high-quality care model.
• Manage a high volume of inbound and outbound calls and chats to ensure an outstanding patient experience.
• Provide insight on process improvements, script adjustments, system enhancements and best practice development.
• Passionate about helping people through chiropractic care.
• Continuously take part in sales and technology training to improve selling techniques and learn how new software enhancements can improve the patient journey.

Minimum Qualifications

• Experience successfully meeting and surpassing sales goals.
• Excellent verbal and written communication skills, with the ability to call, connect and interact with potential patients.
• Highly motivated and goal oriented.
• Detail-oriented and process driven.
• Proficient in Microsoft Office (Excel, Word, and PowerPoint).
• Ability to adapt to a fast-paced, high-growth business while managing multiple priorities.
• High school diploma or GED equivalent.

Preferred Qualifications

• Previous experience in inside sales, call center or other related sales experience.
• Experience with CRM software such as Salesforce or Microsoft Dynamics.
• Associates or bachelor’s degree; or equivalent combination of education and experience.
• Healthcare industry experience.

Job Competencies:

• An ambitious "hunter" mentality, high energy, strong work ethic and positive attitude.
• Persuasive and goal oriented.
• Diligent and persistent.
• Ability to work independently.
• Energetic, outgoing, and friendly demeanor.
• High attention to detail to ensure workload is managed and executed according to standard procedures.

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state, and local laws and regulations, accreditation and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed. Team member may be required to provide necessary information to complete a DMV (or equivalent agency) background check.