Enrollment Advisor

at

PeerWell

San Francisco, CA
Full Time
1y ago

Company Description

PeerWell's mission is to eliminate the burden of pain and immobility affecting people worldwide, every single day. PeerWell delivers a complete musculoskeletal recovery system supporting patients with surgery optimization, surgery avoidance, and chronic pain management programs to help with back Surgeries, shoulder repairs, or chronic knee pain. At the core of all PeerWell's evidence-based programs is a 360° approach that covers the five pillars of health: Physical Therapy, Nutrition, Sleep & Pain Management, Health Literacy, and Environment. We serve patients and stakeholders through cutting-edge technology, data-driven & evidence-based methodologies, and patient-centered design.

PeerWell helps people lead more productive and fulfilling lives by helping them return to work faster, resume activities they love, and spend quality time with their loved ones.

Job Description

The Enrollment Advisor (EA) at PeerWell provides proactive motivation and information for patients throughout the enrollment process, from the moment they hear about PeerWell until they are enrolled in one of our Whole Person Care programs for Back Pain, Knee Pain, Surgery Optimization, and more. The EA will call applicants to make a personal connection, answer questions, provide support and encouragement, and learn the applicants current struggle with pain & immobility. Additionally the EA will engage patients that have questions via online chat tools and support on-going nurturing efforts. This is a key role in PeerWell’s growth team and your work will help people reduce their daily pain. The Enrollment Advisor is a person’s primary contact throughout their enrollment process, and thus the defining aspect of their enrollment experience.

We’re looking for a smart, kind, determined, outgoing, and detail-oriented person to join us. The Enrollment Advisor is an organized, empathetic, sales-oriented person with strong customer service skills who is willing to tackle any challenge and is driven by the mission of eliminating pain & immobility in people from all walks of life!

Responsibilities

  • Guiding applicants through the enrollment process to answer questions and provide motivation, including

    • Regularly calling applicants (~50-60% of time on phone)

    • Email follow up 

    • Chat with applicants and answer questions via web-based chat tools

  • Individually responsible for closing sales and hitting quarterly quotas 

  • Manages volume of patients throughout the enrollment funnel/process

  • Proactively thinks of ways to improve the enrollment process for patients and teammates and helps execute on those ideas with the team

  • Answers patients questions accurately, with compassion & patience

  • Learns the motivations and goals expressed by patients and why they are seeking care.  

  • Uses independent judgement on how and when communication should be made to patients

  • Accountable for conversion rate of the patients

  • Attends sales & customer service trainings & receive regular coaching on improving patient contact quality/efficacy

  • Work with confidential health information and/or issues using discretion and judgment

  • Become an expert on Whole Person Care, including staying up to date with new program features and enabling technology.

Qualifications

  • 2+ years of experience in a sales or customer service environment

  • Has previously managed a sales pipeline

  • Experience working with a CRM and customer data

  • Self motivated with a strong attention to detail

  • Preferred experience interacting with senior population

Additional Information

  1. Backed by leading investors. PeerWell is backed by one of the largest investors in the world, OMERS. They have $100B assets under management serving 500k pensioners and 1000 employer organizations. Their investments are worldwide and span all company stages.
  2. Successful founders. PeerWell's founders have co-founded and led multi-billion dollar companies like LiveRamp and Palantir.
  3. Category leader. PeerWell coined the term PreHab and defined surgery optimization as a new form of care for patients awaiting MSK surgery. We are pioneering technology that will define how patients of the future will be cared for.
  4. Distributed team. We care more about people being engaged with the work we do to support patients and change healthcare.
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Onkar By: Onkar