Client Concierge Specialist

Summary

Join Little Otter, a childhood mental health company, as a Client Concierge Specialist! This is a full-time, remote, 3-month contract position with the potential to become permanent. You will provide exceptional customer service to parents interested in Little Otter's services, educating them about our offerings and guiding them through the onboarding process. This role involves high-volume communication, account setup assistance, and collaboration with internal teams. Success in this role will contribute significantly to Little Otter's growth and client satisfaction. The position offers a competitive salary, flexible time off, and a comprehensive benefits package.

Requirements

• 1 - 3+ years in a full-time, client-facing role in a healthcare setting, call center experience preferred
• Experience with client accounts or sales in a healthcare setting
• Ability to communicate and interact appropriately with customers and staff both verbally and in writing
• Excellent customer service skills
• Strong attention to detail
• Ability to maintain a calm and professional demeanor during all interactions both externally and internally
• Comfortable with routinely shifting demands

Responsibilities

• Educate customers on Little Otter’s services to parents (e.g., service overview, our differentiation, pricing and insurance coverage information, etc.)
• Make outbound calls, send emails and texts to prospective customers that have expressed interest in our services
• Support a high volume of inquiries via phone calls, emails, voice mails to assist in converting customer’s interest into care services
• Assist customers in successful completion of account set-up, of our family mental health check-up assessment, the scheduling of our kick-off session and ultimately the scheduling of our first care diagnostic assessment session
• Ensure that we are communicating internally appropriate feedback as to what we hear from customers on their satisfaction with our onboarding journey
• Ensure confidentiality and privacy of all client information
• Collaborate with the Care Navigation Team to ensure scheduling is performed in alignment with availability
• Resolve problems and fulfill caller requests by clarifying desired information, research and explore alternative solutions
• Maintain accurate tracking documents to update calls, client’s notes, and conversion into care
• Verify client insurance information to confirm eligibility for Little Otter’s services
• Assist customers with minor questions and troubleshooting to ensure a seamless virtual care onboarding and delivery process
• Coordination with other departments and/or teams as needed

Preferred Qualifications

Familiarity with tools such as Salesforce, ZoomInfo, Braze, and Notion

Benefits

• $5000/mos salary for a 3 month contract, with opportunity to transition into a permanent role
• A Flexible Time Off Policy
• 12 Company Holidays and a company close-down for the last week of December
• 100% remote work environment
• Comprehensive benefits package, including health, dental, and retirement plans
• Opportunities for professional development and growth
• A supportive and inclusive culture committed to making a difference in behavioral health