*job title*
*digital patient success coordinator*
*about the role*:
we’re seeking a *part-time customer success coordinator* to provide supportive, high-touch engagement to prospective and existing clients—primarily via sms and scheduled phone consultations. This role goes beyond standard call center work, focusing on *relationship-building* and personalized guidance to ensure each individual progresses smoothly on their health journey.
You’ll operate on a *flexible, on-call* schedule, ready to respond quickly when leads or existing clients reach out. During slower periods, you won’t be actively engaging, but must remain available to support new inquiries or follow-ups. If you thrive on *customer success*, enjoy leveraging tech tools, and are comfortable discussing *health and wellness* in a consultative way, we’d love to have you on board.
*key responsibilities*:
- * inbound & ongoing support*
- monitor incoming sms inquiries and existing client communications, responding promptly with empathy and clarity.
- * customer success outreach*
- proactively check in on clients to ensure they’re satisfied, aware of next steps, and achieving their wellness goals.
- * consultative conversations*
- use open-ended questions to understand concerns, goals, and past treatments, providing personalized guidance or resources.
- * scheduling & coordination*
- manage phone consultations via calendly (or similar tools) for clients who prefer deeper, real-time discussions.
- * data capture & documentation*
- accurately record client interactions and progress notes in our crm and scheduling platforms
- *follow-up & retention*
- support ongoing client engagement by offering additional resources, nudging them to schedule appointments, and addressing any barriers to success.
- * continuous improvement*
- collaborate with the team to refine onboarding, support, and retention processes based on client feedback and outcomes.
*qualifications*:
- * strong communication skills*: exceptional written and verbal communication for sms-based and phone interactions.
- * customer success mindset*: passion for guiding clients toward successful outcomes, resolving concerns, and celebrating progress.
- * tech proficiency*: comfortable learning new tools; experience with crms, telehealth, or scheduling software is helpful.
- * excel familiarity*: capable of setting up basic tracking sheets or running simple data reports.
- * healthcare/wellness interest*: familiarity with medical or wellness services (telehealth, physical therapy, chiropractic, concierge medicine) is a plus.
- * flexible availability*: must be able to respond quickly to inbound leads and client messages throughout the day (east coast business hours, ~16:00-24:00 gmt).
- * attention to detail*: consistently accurate in updating records, maintaining privacy standards, and following up on next steps.
*working conditions*:
- * location*: remote, part-time position.
- * hours*: flexible schedule with on-call responsiveness.
- * compensation*: competitive part-time base salary.
*why join us*:
- * impactful engagement*: go beyond transactional interactions to truly guide and support clients on their wellness journey.
- * flexible work style*: enjoy a part-time role that allows for personal flexibility while maintaining rapid response times.
- * growth & training*: learn in-demand tools and customer success strategies in a telehealth-forward environment.
- * supportive culture*: collaborate with a dedicated team that values empathy, innovation, and a commitment to client success.