The posting
Summary: The Wellness Coach form relationships with our customers to help them achieve wellness and support while living independently at home and deliver wellness coaching for seniors and care insights to their family caregivers. Using Remote Patient Monitoring (RPM) and passion for improving the quality of life and extending independent living for seniors, the Wellness Coach leverages insights from sensor data, wellness surveys, and other sources of relevant information to drive both proactive and reactive customer communications.
Wellness Coaches are provided with substantial training, including a company-sponsored Wellness Coach Training & Certification Program.
What This Role Does:
Reviews and applies information derived from customer profiles in the customer relationship management (CRM) system, wellness dashboards, and other sources as the basis for delivering informed customer communications to drive ongoing independence, quality of life, and peace of mind for seniors and caregivers. Analyzes situations quickly and makes sound decisions in emergency and routine situations. Communicates necessary information to 911 services per ClearWellness workflows. Coaches seniors and caregivers on improving wellness by creating wellness goals. Establishes a trusted relationship with the senior and their caregivers. Manages inbound/outbound telephone communication, associated documentation and email, text and/or chat services with seniors and caregivers. Provides input on improvement opportunities for products, processes, and procedures. Meets weekly/monthly metrics related to service level, performance, and customer satisfaction. Other duties include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service.
What You Will Bring:
A high school diploma or equivalent is required; continuing education or college degree is preferred. Equivalent combinations of education and relevant experience may be considered. A minimum of one (1) year of experience working in a healthcare environment, supporting Remote Patient Monitoring (RPM) solutions, or delivering care in a home-living environment. Work from a local home office equipped with reliable, high-speed Internet. Ability to effectively communicate in English through reading, writing, speaking and listening. Communicate with patience, empathy, and compassion; comfortable working with senior citizens and ability to communicate with seniors (age 75+) easily and clearly. Demonstrated ability to troubleshoot and identify issues over the phone. Ability to guide and support others through collaboration, including assisting teammates and contributing to shared processes, to foster a high-quality, team-oriented environment that drives results. Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. Exhibits professionalism, uses discretion, makes sound decisions, and maintains confidentiality. Reliable and predictable attendance. Willingness and ability to work flexible hours as needed, including weekends. Proficiency in Microsoft Office Suite, CRM systems, and modern communication tools used by virtual teams (e.g., Microsoft Teams, Slack).
Preferred:
Certified Health or Wellness Coach. If not certified, ClearCaptions will sponsor Wellness Coach training within 6 months of hire date. Experience working in a call center or dispatching services. Demonstrated ability to establish a rapport, gather information and provide “coaching” to seniors through work or volunteer experience. Demonstrated ability to understand, assimilate and explain complex information in concise terms to seniors through work or volunteer experience. Experience with enterprise business support systems and/or process improvement methodologies.
Physical Demands: In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.
Primary functions require the ability to communicate effectively and clearly over the phone with individuals suffering from hearing loss. Employees must use a company-provided or approved headset to maintain audio quality in our call center environment.
Employees may experience the following physical demands for extended periods of time:
Sitting, standing, and walking (90-100%) Keyboarding (90-100%) Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)
Work Environment: 100% Remote: Work environment is at home.
