What are the responsibilities and job description for the Health Concierge - Appointment Setter position at Pompa Program?
Position Overview:
The Health Concierge – Appointment Setter plays a key role in our sales process and client experience. Clients purchase a testing kit and then connect with our sales team to learn more about their results and the programs available to them. The Health Advisor is a sales professional who speaks with clients about their results, answers questions about the program, and helps them determine whether the program is a good fit. As the Health Concierge – Appointment Setter, you will be the first sales touchpoint after a client purchases a testing kit. You will connect with clients by phone, complete a non-medical intake conversation, build rapport, gather information, and schedule the client for their conversation with a Health Advisor.
You will be responsible for guiding clients through the intake process, completing the Pre-Call Checklist and Confidence Analysis, and making sure each client is prepared for their conversation with a Health Advisor. Your ability to build trust, ask effective questions, communicate clearly, and create a strong handoff is critical to helping the sales team have productive conversations and ultimately helping more clients move forward. This is a client-facing, sales-focused role. Success requires strong communication and relationship-building skills, confidence speaking with clients by phone, attention to detail, and the ability to guide clients toward the next step in the sales process.
Key Responsibilities:
Please apply only if you meet all of the following criteria:
The Health Concierge – Appointment Setter plays a key role in our sales process and client experience. Clients purchase a testing kit and then connect with our sales team to learn more about their results and the programs available to them. The Health Advisor is a sales professional who speaks with clients about their results, answers questions about the program, and helps them determine whether the program is a good fit. As the Health Concierge – Appointment Setter, you will be the first sales touchpoint after a client purchases a testing kit. You will connect with clients by phone, complete a non-medical intake conversation, build rapport, gather information, and schedule the client for their conversation with a Health Advisor.
You will be responsible for guiding clients through the intake process, completing the Pre-Call Checklist and Confidence Analysis, and making sure each client is prepared for their conversation with a Health Advisor. Your ability to build trust, ask effective questions, communicate clearly, and create a strong handoff is critical to helping the sales team have productive conversations and ultimately helping more clients move forward. This is a client-facing, sales-focused role. Success requires strong communication and relationship-building skills, confidence speaking with clients by phone, attention to detail, and the ability to guide clients toward the next step in the sales process.
Key Responsibilities:
- Intake & Handoff Management
- Own your daily HubSpot intake queue and run 10–20 intake calls per day with clients who have already purchased a test kit.
- Protect and prepare every Health Advisor ('Ascension') appointment you set, ensuring they are ready and kept.
- Stay in close communication with your assigned Health Advisors on handoff quality and calendar changes.
- Diagnostic Documentation
- Complete the Pre-Call Checklist and Confidence Analysis on every completed call to provide the Health Advisor with the client's health picture and readiness.
- Log a disposition and outcome on every single call in HubSpot, no exceptions (Completed, Needs Reschedule, Not Qualified, No Show/Cancelled/Refund).
- Client Engagement
- Guide clients through a difficult conversation about their health and financial commitment with authority, kindness, and precision
- Other duties and special projects as assigned.
- Operational & Technical Proficiency
- Strong ability to use HubSpot CRM (intake queue, disposition, and booking links), Zoom, and Google Calendar/Workspace.
- Proven experience in maintaining data integrity, with 100% logging of call outcomes.
- Ability to manage 10–20 intake calls daily effectively.
- Communication & Interpersonal Skills
- Exceptional ability to conduct difficult health-related conversations with empathy, authority, and clarity.
- Strong capacity to influence client trust and prepare them for next steps.
- Operational Standards
- Maintain a 65% show rate on own intake calls.
- Maintain an 80% show rate on Health Advisor calls booked.
- High school diploma, GED, or equivalent combination of education and relevant work experience.
- Demonstrated experience in lead conversion or intake roles.
- Familiarity with 2-call sales models or similar consultative environments.
- Core Competencies: Empathy, precision, organization, reliability.
- Role-Specific Competencies: Intake management, diagnostic handoff, appointment protection, CRM data integrity.
Please apply only if you meet all of the following criteria:
- Location: You currently reside in one of these states: AZ, CT, FL, GA, ID, IN, KY, ME, MN, MI, MO, NC, NE, NM, OH, OK, SC, TN, TX, UT, VA, WY.
- This role requires flexibility to work Monday through Friday, including evenings and weekends, based on operational needs. Given the geographically dispersed nature of the team and the needs of the sales organization, schedules may vary and may include hours outside of traditional 8:00 AM–5:00 PM business hours