Location: Remote Canada or Philippines

The company:

Do you want to join a great team that puts people first? Are you excited to make a difference in the lives of others by helping them get access to quality mental health care? Are you consistently recognized for being a go-getter, team player and achieving results? Do you want to work from home full time? Lavender is an online psychiatry and therapy office founded to help meet the demand for high-quality yet affordable mental health services. Founded by nurses, Lavender prides ourselves on providing quality care to our clients by ensuring they are met with kindness at every step in their journey. Our psychiatric nurse practitioners provide both prescriptions and therapy to our clients in one visit, saving them valuable time and money.

Lavender is a US-based online practice currently operating in New York, New Jersey, Massachusetts, Florida and Washington State.

The opportunity:

We are seeking an experienced Care Concierge (call center) agent to join our growing team. Our exceptional Concierge team goes above and beyond to ensure our clients are well cared for from initial inquiry to ongoing treatment. We offer competitive compensation with a supportive, fully remote work environment that offers mentorship, training and team-building activities.

The responsibilities:

The Care Concierge is responsible for creating a positive first impression and supporting clients in accessing Lavender care. Duties include but are not limited to:

• Responding to client inquires and making every effort to convert them to a client in a kind, compassionate manner
• Answering and returning phone calls promptly
• Responding to and actioning emails
• Understanding our scope of scare and guiding clients appropriately
• Directing clients to external resources if they are not a fit for Lavender
• Booking appointments to our electronic health record scheduling system
• Sending applicable forms for client completion
• Auditing upcoming appointments for completed items
• Entering billing codes and processing payments
• Submitting insurance claims and inputting insurance payments
• Sending, receiving and uploading client documentation as applicable
• Using communication channels to close the loop

The candidate:

• Associate or bachelor’s degree preferred
• 2+ years of experience in customer service and office administration
• High emotional intelligence, excelling in empathetic client communication and lead conversion
• Highly efficient and goal-oriented individual
• Patient, kind and wanting to make a difference
• Sales-driven with proven ability to convert leads
• Able to handle difficult clients with grace and compassion
• Ambitious, client-centric work ethic
• Positive attitude
• Expert in the use of computers, VOIP phones, online software systems, email and apps

Must have own computer and a quiet, professional space to work from home