Appointment Confirmation Specialist (Oakbrook IL)

General Description

Chiro One Wellness Centers is a high-growth organization looking for a call center representative with a focus on outbound appointment confirmations and reschedules to join our expanding team. Chiro One is a high-quality chiropractic care company with over 90+ clinics across the nation. Our clinical care teams provide non-invasive, drug-free chiropractic care to help thousands of patients live happier, healthier lives each month.

This role is a good fit for a highly motivated individual looking to provide an exceptional patient experience and who is also goal driven, service-focused and looking to be a part of a mission-driven organization.

The position will be joining a 14+ person inside sales (call center) team with the primary responsibility of performing outbound confirmation calls and text messages for each scheduled new patient appointment. On average, the confirmation specialist handles 350 outbound calls and text messages each clinic day. The role will also be responsible for nurture follow-up calls and text messages for patients who missed their first appointment. Top Key Performance Indicators (KPIs) include the show rate of first visits appointments (appointment made to appointment kept), percentage of confirmed appointments, and reschedule rate of missed appointments. A key component of the compensation for this role is a lucrative monthly bonus linked to monthly KPIs. The confirmation specialist will utilize technologies such as NICE CCaaS, Salesforce CRM, Outlook email. 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.

Function as an integral member of a 14+ member inside sales team with the primary responsibility of confirming 350+ new patient appointments per day utilizing phone text, chat, and email communication channels.

Provide an exceptional patient experience by showing empathy, effective communication, and problem-solving skills.

Utilize customer/patient service skillset to effectively communicate appointment time, date and location details for each new patient appointment scheduled.

Manage a high volume of follow-up communication touchpoints and reschedule appointments for patients with missed visits.

Accountable for meeting and surpassing daily, weekly, and monthly show rate of first visits appointments (appointment made to appointment kept), percentage of confirmed appointments, and reschedule rate of missed appointments.

Provide back-up to the inside sales call center (lead follow-up) as needed.

Promote the services and benefits of Chiro One’s treatment including competitive differentiators regarding our high-quality care model.

Discuss potential chiropractic care options with potential patients with a sympathetic and caring tone to provide an outstanding patient experience.

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

Minimum Qualifications

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

Outstanding customer/patient service skillset and ability to follow call scripts.

Experience successfully meeting and surpassing sales goals.

Highly motivated and goal oriented.

Detail-oriented and process driven.

Proficient in Microsoft Excel.

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 NICE 

Experience with CRM software such as Salesforce or Microsoft Dynamics.

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