Wellness Coach (100% Remote)

ClearCaptions, LLC; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

ClearCaptions, LLC is seeking a Wellness Coach to remotely support seniors and family caregivers by leveraging RPM data, surveys, and care insights to promote independent living.

You will engage customers, coordinate with caregivers, and document interactions while meeting service metrics. Training and certification are provided; remote work from home with flexible hours possible.

Ideal candidates have healthcare experience, strong English, empathy, and proficiency with CRM and Microsoft Office.

Qualifications

• Minimum 1 year in a healthcare environment supporting RPM or home care.
• Able to work from a home office with reliable internet.
• Strong English reading, writing, speaking and listening skills.
• Professionalism, discretion and confidentiality.

Responsibilities

• Reviews and applies information from CRM, wellness dashboards and other sources to deliver informed communications.
• Analyzes situations quickly and makes sound decisions in emergencies and routine situations.
• Communicates necessary information to 911 per workflows.
• Coaches seniors and caregivers on wellness goals.
• Establishes trusted relationships with seniors and caregivers.
• Manages inbound/outbound calls, emails, texts and chat with seniors and caregivers.
• Provides input on product and process improvements.
• Meets weekly/monthly service level, performance and customer satisfaction metrics.
• Performs general account maintenance and updates on usage questions.

Skills

Healthcare experience

RPM knowledge

Customer service

English communication

Remote work

Team collaboration

Microsoft Office

CRM systems

Phone support

Empathy

Education

High school diploma

College degree preferred

Tools

CRM systems

Microsoft Teams

Slack

Microsoft Office Suite

Job description

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 providedwith substantialtraining,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, speakingand 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,ClearCaptionswill sponsorWellness 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 informationin concise terms to seniors through work or volunteer experience.
• Experience with enterprise business support systems and/or process improvementmethodologies.

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 communicateeffectively and clearlyover the phonewith individuals suffering from hearing loss.Employees must usea company-provided or approved headset tomaintainaudio 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.