What are the responsibilities and job description for the Health Concierge - Inbound position at Pompa Program?
Position Overview
As a Health Concierge – Inbound, you are the welcoming voice and dedicated partner for clients beginning or continuing their wellness journey. Whether a client is reaching out to reschedule an appointment, navigate a test kit query, or discuss their program details, you will turn every interaction into a positive, supportive experience that keeps them moving toward their health goals.
In this role, you will champion our inbound voice and email communication channels. Your key focus is seamlessly guiding clients through intake and scheduling them for their Health Advisor consultations while on the line. Beyond scheduling, you will serve as a knowledgeable guide on product and test kit inquiries, conduct thoughtful retention conversations, and manage inbound emails with a proactive, consultative approach.
This client-facing position is ideal for an empathetic, sales-minded communicator who thrives in dynamic environments. Success in this role requires outstanding phone presence, clear written communication, poise during delicate financial or personal discussions, and strong attention to detail in tracking client updates within our CRM.
Key Responsibilities:
Inbound Client Engagement & Consultation
Required Knowledge, Skills & Abilities:
Operational & Technical Proficiency
Please apply only if you meet all of the following criteria:
As a Health Concierge – Inbound, you are the welcoming voice and dedicated partner for clients beginning or continuing their wellness journey. Whether a client is reaching out to reschedule an appointment, navigate a test kit query, or discuss their program details, you will turn every interaction into a positive, supportive experience that keeps them moving toward their health goals.
In this role, you will champion our inbound voice and email communication channels. Your key focus is seamlessly guiding clients through intake and scheduling them for their Health Advisor consultations while on the line. Beyond scheduling, you will serve as a knowledgeable guide on product and test kit inquiries, conduct thoughtful retention conversations, and manage inbound emails with a proactive, consultative approach.
This client-facing position is ideal for an empathetic, sales-minded communicator who thrives in dynamic environments. Success in this role requires outstanding phone presence, clear written communication, poise during delicate financial or personal discussions, and strong attention to detail in tracking client updates within our CRM.
Key Responsibilities:
Inbound Client Engagement & Consultation
- Manage high-volume inbound phone calls with promptness, professionalism, and care.
- Guide clients requesting schedule changes through the intake process during the same contact, completing necessary assessments and confirming their Health Advisor appointment.
- When immediate completion isn't possible, secure a confirmed future appointment with a Health Concierge specialist prior to ending the call.
- Support client attendance through proactive reminders, addressing hesitations early, and delivering comprehensive background notes to Health Advisors.
- Provide end-to-end guidance on product and test kit questions, assisting clients with purchasing additional supplies or reorders as needed.
- Conduct empathetic retention conversations with clients requesting cancellations, offering tailored solutions such as program pauses or adjustments. If a client prefers to proceed with a refund, process it smoothly and respectfully.
- Collaborate with back-office operations to resolve specialized fulfillment or billing requests, keeping the client informed until resolution.
- Respond promptly to inbound email inquiries, treating each prospective client question as an opportunity to connect and assist.
- Maintain consistent follow-up with ongoing client cases, including pending calls, orders, or intake details.
- Maintain accurate, comprehensive documentation of all client interactions and outcomes within CRM systems.
Required Knowledge, Skills & Abilities:
Operational & Technical Proficiency
- Proficiency with contact center software (e.g., Zoom Contact Center) and CRM platforms (e.g., HubSpot) to track interactions and manage schedules.
- Comfort using modern workplace productivity tools, including Google Workspace and calendar management platforms.
- Demonstrated dedication to data accuracy and record-keeping excellence.
- Exceptional verbal communication with a warm, confident, and professional phone presence.
- Strong emotional intelligence and empathy when navigating sensitive health and financial discussions.
- Clear, persuasive, and supportive written communication skills for email correspondence.
- Calmness under pressure, with a focus on delivering warm, solution-oriented service during tough conversations.
- Consistently strive to convert reschedule inquiries into completed intake appointments.
- Maintain strong appointment show rates through effective preparation and communication.
- Ensure timely responses to email queue inquiries during operating hours.
- Ensure total compliance with documentation and CRM disposition standards.
- High school diploma, GED, or equivalent combination of education and relevant work experience.
- Proven experience in consultative sales, account management, or customer success.
- Experience in contact centers, intake operations, or healthcare-adjacent environments is strongly preferred.
- Core Competencies: Composure, empathy, precision, adaptability.
- Role-Specific Competencies: Same-call conversion, objection and refund handling, product and kit sales, CRM data integrity, written communication.
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 within staffed inbound coverage hours, including some evening and weekend rotation, 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.