Client Concierge Specialist, Sales

Welcome to Little Otter!

Little Otter’s mission is to bring expert care for children’s mental health to every home through expert, evidence based therapy and psychiatry delivered in a digital platform. With both everyday wellness tools and our award-winning online child therapy app, we’ve empowered hundreds of thousands of customers across the country in the healthcare and insurance landscape. 

About the Role

The Client Concierge Specialist in our Sales and Growth department is a newly established position at Little Otter, playing a pivotal role in the company’s growth and overall client satisfaction. This role is a full-time remote role 9am-5pm.  This is a temporary position with a 3 month contract. The success of this role will lead to a permanent position and will be explored near the end of the contract period. 

This individual will be responsible for providing a high level of customer service to parents that are interested in our care services for their kids and family. This concierge service is intended to ensure that customers (parents) have the necessary information about Little Otter’s services and the value that it can bring to their kid’s and family’s care needs. This individual will monitor key points in our customer’s onboarding journey and ensure at each step they have the information necessary to move forward in the care process to improve our overall conversion of customers into care. 

Job 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

Qualifications

• 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 

Preferred Qualifications

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

What We Offer

• $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

Research suggests that women and people of color often believe that they need to meet 100% of job qualifications in order to apply. We encourage you to apply even if you don’t! Little Otter is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity and expression, disability, veteran status or any other basis protected by federal, state or local law. 

Please be alert for potential recruitment fraud. All correspondence will come from email addresses with Name@LittleOtterHealth.com and not from public email addresses such as Gmail. If you are unsure about legitimacy, please confirm open roles through viewing them in www.littleotterhealth.com/open-roles. Little Otter will never ask you to pay money, provide banking information or download anything.