Engagement Agent

Job Description

Job Description

Who we are :

EHE Health is the leading national preventive healthcare provider network partnering with mid- and large-sized employers to help their employees and dependents stay healthy by screening and diagnosing health risks through comprehensive exams, allowing for early intervention.

Named by Fortune Magazine and Great Place to Work® as one of the Best Workplaces in healthcare, EHE Health is headquartered in New York City and has over 200 health clinics and practices across the U.

S., staffed by a network of curated primary care physicians and clinicians.

EHE Health was recently acquired by Consello Capital, the private equity arm of Consello. This transformative partnership leverages Consello’s proven expertise in scaling high-growth ventures and its extensive network of industry leaders.

Together, EHE Health and Consello will unlock unprecedented opportunities to accelerate EHE Health’s mission of revolutionizing preventive care.

What we’re looking for :

EHE is seeking a talented and driven Engagement Agent to manage the outreach to potential patients while building value in EHE’s brand.

The Engagement Agent will be the liaison between the patients and our clinics and assist with the scheduling of appointments for our comprehensive health exam while providing the utmost level of customer service.

This role will primarily be tasked with patient acquisitions and booking exams, though the position will also be crossed-trained to solve patient issues via phone, email and iChat.

As an integral part of the Engagement Center, the Engagement Agent will be tasked with creating unique patient experiences and conversations.

The Engagement Agent will work closely with the Call Center Director to achieve personal and departmental dialing efficiencies and drive EHE’s overall yield.

In this role, you will :

• Place and receive phone calls to and from EHE’s potential and existing patients
• Answer phone calls, emails and iChat from our patients
• Effectively resolve patient inquiries in a considerate, accurate and timely manner
• Compose thoughtful, personalized responses for a variety of patient requests
• Book appointments for our patients to receive a comprehensive medical exam
• Provide superior customer service to all EHE patients
• Use a consultative sales approach to achieve shared decision making with potential EHE patients
• Use critical thinking skills to answer and solve patient inquiries and problems, always looking to achieve one call resolutions
• Know and understand all departmental KPIs and self-manage to reach those goals
• Triage incoming requests and spot patient trends to flag for management
• Identify, reproduce and document bugs for IT

What the role requires :

• Associate degree in Business, Communications, or a related field preferred
• Demonstrated sales experience (healthcare experience is a plus)
• Experience in a call center setting preferred
• Highly motivated individual with high energy
• Unparalleled problem solving and critical thinking skills
• Must possess a mastery of English and be a strong, confident and exacting writer
• Passionate about customer service and patient satisfaction
• Understanding administration of CRM applications (Salesforce, Zendesk, Oracle, etc.)
• Ruthlessly organized and would score high on conscientiousness
• Proficiency in Microsoft Office suite
• Ability to perform in a fast-paced environment, subject to rapid change and uncertainty
• Excellent written and verbal communication

What we offer :

• Competitive salary
• Generous quarterly incentive bonuses
• Medical, dental, vision, life and disability insurance
• Employer-matched 401(k) plan
• Professional development reimbursement
• Employee access to our wellness clinics
• Gym and fitness allowances

The salary range for this role is $40,000 - $50,000 and is determined by a number of factors including the candidate's experience, qualifications and skills.

In addition to base salary, EHE’s Engagement Agents can earn additional incentive compensation based on performance.

EHE is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees.

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