Patient Experience Partner (Inside Sales)

About the role

The Patient Experience Partner (PEP) is a fully remote role created to partner with existing field-based sales teams. This position supports the volume of interest generated by marketing campaigns and community events. In addition to handling incoming phone calls from leads, the PEP makes outbound calls to prospective patients who have participated in community events, providing additional information about the Gather Health model and services. This role is also responsible for troubleshooting existing patient needs by connecting them to the appropriate clinical resources.

Responsibilities

• Answer incoming calls from prospects and address their inquiries, concerns, and requests.
• Make outbound calls to prospects to follow up on inquiries or provide additional information.
• Provide accurate and timely information regarding Gather Health's services.
• Resolve customer-service issues efficiently and maintain customer satisfaction.
• Document and update prospecting activities accurately in the CRM system (Salesforce).
• Create new patient profiles in the EMR with accuracy.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with prospects to ensure their issues are resolved and they are satisfied with the services provided.
• Meet performance metrics, including call handling time, customer satisfaction scores, and first-call resolution.
• Participate in ongoing training and development programs to ensure expert knowledge of existing services.
• Adhere to all company policies, procedures, and regulatory requirements.
• Contribute to growth of clinics in assigned territories via acquisition of additional patients.

Requirements

• Minimum of one year's experience in a role with similar or relevant job duties – inside sales, account executive, etc.
• Experience with basic office tools such as Word, Excel, Outlook, SharePoint, etc.
• Access to a quiet and professional remote workspace that is free from excess noise and distraction and is conducive to performing work involving a high volume of phone calls throughout the day.
• Ability to work Monday through Friday between the hours of 8am to 5pm EST without conflicting obligations.
• Eligibility to work for any employer in the United States.

Preferred qualifications

• High school diploma or G.E.D.
• Experience using a CRM (Customer Relationship Management) system.
• Sales or call management background.
• Knowledge of the healthcare industry.

Ideal candidate traits

• Focused – does not get easily distracted while working in a remote environment.
• Disciplined – has the ability to self-manage.
• Persistent – does not give up easily when things get tough.
• Resilient – displays toughness and is not easily discouraged.
• Competitive – likes to win and takes on challenges with confidence.
• Motivated – metrics, quotas, and pay-for-performance do not scare them.
• Friendly – people enjoy their company.
• Relatable – naturally makes human connections with warmth, humor, and demeanor.
• Positive – sees the glass as half full vs. half empty.
• Organized – manages time effectively and operates with efficiency.
• Reliable – takes responsibilities seriously and always shows up on time.

About the company

Gather Health delivers Social Primary Care to older adults. Through a unique and differentiated care model and proprietary technology, Gather Health's solution drives substantial care outcomes by addressing the whole-person needs of the target demographic: older, dual-eligible adults, the fastest-growing government segment. To address the needs of these clinically and socially complex patients, Gather Health's Social Primary Care solution is comprehensive and holistic, encompassing care and community within the four walls of Gather Health Centers and in the homes of its patients. The model achieves superior care by individualizing care and is reinforced by a three-prong approach: a unique care model quarterbacked by PCPs and supported by multi-disciplinary care teams, tailored Social Care Plans led by Gather Guides and facilitated by deeply rooted community partners, and a proprietary "Tech Enabled Home Model." Founded in 2022 and born out of the Healthcare Foundry Portfolio, Gather Health is addressing a $1 trillion market in primary care for older adults. Today, Gather Health operates in Massachusetts and works with a multitude of payer partners on aligning value-based care economics to deliver integrated care. Gather's leadership team has a track record of building and scaling innovative primary care platforms focused on vulnerable populations, including VillageMD and Commonwealth Care Alliance. Gather has raised $30M backed by Maverick Ventures, Khosla, and HC9 Ventures.