About This Role
This role focuses on building relationships with customers to help them achieve wellness and support while living independently at home. The Wellness Coach delivers wellness coaching for seniors and provides care insights to their family caregivers, leveraging insights from sensor data, wellness surveys, and other relevant information to drive proactive and reactive customer communications.
Responsibilities
- Review and apply information derived from customer profiles in the customer relationship management (CRM) system, wellness dashboards, and other sources as the basis for delivering informed customer communications to drive ongoing independence, quality of life, and peace of mind for seniors and caregivers
- Analyze situations quickly and make sound decisions in emergency and routine situations
- Communicate necessary information to 911 services per ClearWellness workflows
- Coach seniors and caregivers on improving wellness by creating wellness goals
- Establish a trusted relationship with the senior and their caregivers
- Manage inbound/outbound telephone communication, associated documentation and email, text and/or chat services with seniors and caregivers
- Provide input on improvement opportunities for products, processes, and procedures
- Meet weekly/monthly metrics related to service level, performance, and customer satisfaction
- Perform general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service
Requirements
- A high school diploma or equivalent is required; continuing education or college degree is preferred. Equivalent combinations of education and relevant experience may be considered
- A minimum of one (1) year of experience working in a healthcare environment, supporting Remote Patient Monitoring (RPM) solutions, or delivering care in a home-living environment
- Work from a local home office equipped with reliable, high-speed Internet
- Ability to effectively communicate in English through reading, writing, speaking and listening
- Communicate with patience, empathy, and compassion; comfortable working with senior citizens and ability to communicate with seniors (age 75+) easily and clearly
- Demonstrated ability to troubleshoot and identify issues over the phone
- Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
- Exhibit professionalism, use discretion, make sound decisions, and maintain confidentiality