Inside Sales/Retention Representative

General Description

Are you looking for an inside sales position where warm leads are handed to you? Do you enjoy helping people feel better and live their best life? Us too! Chiro One Wellness Centers is a high-growth organization looking for an inside sales and patient retention representative to join our expanding team. This role is pivotal in ensuring high patient satisfaction and retention rates within our Chiro One Wellness Center clinics. The ideal candidate will excel in building relationships, effectively communicating the benefits of chiropractic care, handling inbound and outbound calls, texts, and emails, and contributing to the growth of our patient base through effective sales strategies. This role is a good fit for a highly motivated individual who is goal-driven, service-focused, and looking to be a part of a mission-driven organization.

This position focuses on implementing retention strategies to ensure patients remain engaged and satisfied with their chiropractic services and reengage patients who have missed visits through an omnichannel communication approach (call, text, and email). The Inside Sales and Retention Representative is part of a 12-20-person team and is responsible for effectively communicating the value of receiving treatment at our clinics to keep patients engaged in their care. A key component of the compensation for this role is a lucrative monthly bonus linked to monthly Key Performance Indicators (KPIs). Top KPIs for the role include the reschedule rate of missed appointments and the number of patients returning to chiropractic care. These KPIs are achieved using technologies such as Talkdesk CCaaS, Salesforce CRM, Platinum EHR, Outlook email, and nurture technology platforms. Not familiar with those technologies? No problem. We provide initial and ongoing training with a ramp-up period to support you!

Essential Functions and Responsibilities

Attend training sessions (over first 2 weeks) to learn about our care model, processes and systems to gain an understanding of the role and effectively ramp up to the full role responsibilities.

Make outbound calls to follow up with patients on missed visits and lapses in treatment and convert them into scheduled appointments utilizing phone, chat, email, and text communication channels.

Utilize communication techniques to reengage patients and educate them on the benefits of chiropractic care and our services including competitive differentiators regarding our high-quality care model.

Achieve daily, weekly, and monthly retention KPIs and conversion targets.

Manage a high volume of patient leads comprised of inbound and outbound calls, texts, and emails to ensure an outstanding patient experience.

Utilize sales skills including service knowledge, rapport building, active listening, communication, qualification questioning, objection prevention, and handling and closing.

Gain proficiency across various systems as new technologies and system enhancements are rolled out.

Minimum Qualifications

Experience successfully meeting and surpassing sales goals.

Excellent verbal and written communication skills, with the ability to call, email, and text potential patients.

Highly motivated and goal oriented.

Detail-oriented and process-driven.

Ability to adapt to a fast-paced, high-growth business while managing multiple technology platforms and systems.

High school degree.

Preferred Qualifications

Previous experience in inside sales, call center or other related sales experience.

Experience with contact center software such as Talkdesk or another CCaaS.

Experience with CRM software such as Salesforce or Microsoft Dynamics.

Experience with a electronic health record system (EHR).

Job Competencies:

Embody a strong work ethic and positive attitude. Possess an outgoing and friendly demeanor.

Persuasive, persistent, and goal oriented.

Ability to work independently.

High attention to detail to ensure workload is managed and executed according to standard procedures.

Benefits:

High-growth company with career growth/promotional opportunities

Competitive vacation time

Comprehensive health benefits + 401k plan

Free chiropractic care for employees and their immediate family members

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state, and local laws and regulations, accreditation and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed. Team member may be required to provide necessary information to complete a DMV (or equivalent agency) background check.

Physical Demands

The following tasks are performed Rarely (0-15%), Intermittently (16-35%), Often (36-75%) or Frequently (76-100%) for the position above.