Onboarding Specialist

Onboarding Specialist – Job Description 

Employment Type: Full-Time, Exempt
Level: Associate
Location: Remote, MN
Compensation: $55,000/ year

Who we are:  

At Herself Health, we're on a mission to help women get more life out of life, together. We are building a new model of primary care for women 65+ to solve long-standing problems: rushed appointments, long wait times, and care that's generalized rather than specialized towards women’s needs later in life such as post-menopausal care, bone density, weight management, and mental, social and emotional well-being.  

Our patient-centric Primary Care clinics are dispersed across Minneapolis/St. Paul, MN. We are thrilled to serve the Twin Cities metro and Eagan. Our team of 100+ colleagues is on a mission to innovate the primary care landscape for women 65+. We’re seeking like-minded individuals who share in this passion to join us! 

About you: 

As we grow our early team, we are seeking strategic thought leaders who have a passion for building and innovating. We foster a culture of collaboration, excellence and the willingness to roll up our sleeves and learn as we grow. We have a customer first mindset, and we are looking for team members who share that. Our ideal candidates have strategic prowess and the ability to use data to build best practices and implement great ideas in collaboration with our team and our community.   

Location Requirements: 

While candidates located in Minnesota are strongly preferred, we welcome applications from individuals who are located and legally authorized to work in the United States. 

Onboarding Specialist Role:  

We are looking for a talented and seasoned Onboarding Specialist to join Herself Health and become a crucial member of our Growth Team. As an Onboarding Specialist, you will be tasked with driving new patient growth through outbound and inbound calls to an assigned book of business and new self-generated leads. As a growth driver for Herself Health, you will be measured against a monthly and quarterly booked visits quota. You will be the first interaction potential patients have with Herself Health and will represent our values and mission to improve women’s health. As such, it is important for you to have excellent communication and interpersonal skills, as well as a strong commitment to our mission.

A successful Onboarding Specialist will have a detailed oriented mindset and results-driven approach to their work. They will be able to analyze data, identify areas for growth, and develop targeted outreach plans to achieve their goals. They will be able to handle large volume of calls both outbound and inbound delivering positive contacts for every call made. They will be workflow and process driven and will be expected to become a subject matter expert in all aspects of their responsibilities.

Core Responsibilities:

• Make high volume of outbound calls to potential patients introducing our services and schedule initial visits.
• Make outbound calls to new patients who cancelled their initial visit to reschedule.
• Answer inbound calls as directed in our contact center and schedule initial visits and follow up visits.
• Build rapport with patients and identify their needs and preferences.
• Provide information about our services to patients and answer their questions.
• Nurture leads to close.
• Meet or exceed monthly and quarterly new patient appointment targets.
• Keep accurate documentations of customer interactions and sales activities in our Customer Relationship Management (CRM) system.
• Collaborate with the sale team to develop and implement sales strategies and tactics.
• Participate in training and coaching sessions to improve sales skills, product knowledge and workflow adjustments.
• Provide excellent customer service and ensure patient satisfaction.
• Become a subject matter expert in all workflow and processes related to both outbound and inbound patient appointment scheduling.
• Other duties and responsibilities as may be assigned.

Must-have Experience:

• Strong verbal communication skills and the ability to persuade and influence others.
• Excellent people skills and the ability to build rapport with prospects and patients.
• Proven sales experience in a call center or similar environment.
• Ability to work well in a team and collaborate with others to achieve goals.
• Self-motivated and results-oriented with a strong work ethic
• Ability to multitask and manage time effectively.
• Familiarity with CRM systems (Salesforce is preferred)
• Ability to work in a fast-paced and dynamic environment.

Remote Employee Requirements:

• Must be able to carve an office space at home to perform daily responsibilities undisturbed.
• Must have a strong and stable home Internet service.
• Must be flexible to switch work hours as needed.

Metrics of Success:

• Close Rate on New Leads
• Scheduled Visits per month / quarter
• Number of outbound calls per day, average handle time, productivity time
• Customer Satisfaction

Nice to have experience:

• Experience with senior population preferred.
• Health Insurance experience a plus.
• Healthcare knowledge a plus.

We support Equal Employment Opportunities (EEO). We are committed to an inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender identity or expression, age, marital status, veteran status, disability status, parental status, political affiliation, or any other status protected by federal, state, or local laws. 

All employees of Herself Health are expected to fully understand and abide by the practice's compliance policies and procedures. Employees are provided training upon hire and annually and regularly notified of changes as needed. It is expected that all employees will report any suspected violations of any federal or state laws to their direct supervisor, Human Resources, or the Compliance Officer.