Health Concierge - Inbound: Scheduling & Care

Pompa Program; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

Pompa Program is seeking a Health Concierge - Inbound to warmly welcome clients as they begin or continue their wellness journey. You will guide intake, schedule Health Advisor consultations, and address product/test kit questions in a consultative, empathetic manner.

Strong phone presence and clear written communication are essential for success. The role emphasizes inbound phone and email support, retention conversations, and accurate CRM documentation, with some evenings/weekends as needed.

Qualifications

• High school diploma, GED, or equivalent combination of education and relevant work experience.
• Proven experience in consultative sales, account management, or customer success.
• Experience in contact centers, intake operations, or healthcare-adjacent environments is strongly preferred.

Responsibilities

• Manage high-volume inbound phone calls with promptness, professionalism, and care.
• Guide clients requesting schedule changes through the intake process during the same contact, completing necessary assessments and confirming their Health Advisor appointment.
• When immediate completion isn't possible, secure a confirmed future appointment with a Health Concierge specialist prior to ending the call.
• Support client attendance through proactive reminders, addressing hesitations early, and delivering comprehensive background notes to Health Advisors.
• Provide end-to-end guidance on product and test kit questions, assisting clients with purchasing additional supplies or reorders as needed.
• Conduct empathetic retention conversations with clients requesting cancellations, offering tailored solutions such as program pauses or adjustments.
• Collaborate with back-office operations to resolve specialized fulfillment or billing requests, keeping the client informed until resolution.
• Respond promptly to inbound email inquiries, treating each prospective client question as an opportunity to connect and assist.
• Maintain consistent follow-up with ongoing client cases, including pending calls, orders, or intake details.
• Maintain accurate, comprehensive documentation of all client interactions and outcomes within CRM systems.

Skills

Verbal communication

Empathy

Attention to detail

Adaptability

Education

High school diploma or GED

Tools

Zoom Contact Center

HubSpot

Google Workspace

Job description

Pompa Program is seeking a Health Concierge - Inbound to warmly welcome clients as they begin or continue their wellness journey. You will guide intake, schedule Health Advisor consultations, and address product/test kit questions in a consultative, empathetic manner.

Strong phone presence and clear written communication are essential for success. The role emphasizes inbound phone and email support, retention conversations, and accurate CRM documentation, with some evenings/weekends as needed.