Customer Activation / Call Center Representative (Remote)

Neura Health is a venture-backed startup with a mission to improve access and quality of care for neurologic conditions. Our longer-term vision is to find cures by learning from the experience of every neurology patient. We were inspired to create Neura because of two critical problems in neurology: access and quality. Access is subpar because there are not enough neurologists in the country, so the average wait time is 4-6 months, with patients often having to travel hours to access the right specialist. Quality is subpar because diagnoses are based on self-reported data with significant recency bias.

Neura has raised $10.3m in funding from top investors including Next Play Ventures (the fund of former LinkedIn CEO Jeff Weiner), Pear VC (Gusto, DoorDash), KDT (Path.AI), and Norwest Venture Partners (Calm, Talkspace).

Neura serves major neurological conditions including headache, migraine, sleep disorders, epilepsy, neurological pain, concussion, multiple sclerosis, and others. Our platform provides all the tools needed for a highly effective patient-provider relationship, with a goal to improve outcomes and reduce costs. Patients receive an engaging mobile app with a dedicated concierge to ensure that all their care needs are met.

At Neura Health, we rely on friendly and knowledgeable professionals to interact with prospective customers, help them learn about our services and encourage them to sign up. We’re looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls, emails, online chat inquiries and SMS messages. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call, who is also mission-driven, collaborative and results-oriented.

This activation representative will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for sign-up. As the voice of our company, to prospective customers, the representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping prospective patients.

We have a number of different lines of business, from a direct-to-consumer business where individuals can pay to see a neurologist, to many partnerships with large employers and who provide our services for free to their employees as an employee health benefit. Our product is similar for all users once they sign up, but there are some nuances on pricing and what’s included for prospective customers that will be different according to which channel or partnership they came from.

In this role you will:

• Handle a large volume of inbound and outbound calls, email, SMS and online chat inquiries in a timely manner
• Follow communication scripts and use knowledge of Neura Health’s services to go off-script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency and customer satisfaction

Responsibilities

• Memorize scripts explaining Neura’s services referencing them and FAQs during calls
• Build positive relationships by going above and beyond with prospective customers, ensuring that all questions are handled appropriately
• Identify opportunities for not just answering questions but proactively providing information that would help encourage the person to sign up
• Meet daily or weekly qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality
• Create and maintain a record of daily problems and remedial actions taken, using our database and share this with the team
• Leverage data and insights gathered by the call center to recommend and influence process improvements
• Walk some of our less tech-savvy prospective customers through the sign-up process to ensure they complete the online forms without problems

Required skills and qualifications

• High school degree or equivalent
• 2 years experience working in a call center or customer-support role
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• Expertise in conflict resolution
• Experience in customer sales
• Culture fit: empathetic, mission-driven, collaborative, precise, transparent, compassionate, results-oriented.

Compensation:

• Annual salary: $40,000 plus benefits.
• Commission or bonus opportunity if representative meets or exceeds targets
• Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

A bit about us:

• Liz Burstein is the CEO and was previously Head of Product at Maven Clinic, Director of Product at Zocdoc and Senior Product Lead at LinkedIn. She has a decade of experience in the tech industry, and a wealth of knowledge in the health tech domain.
• Sameer Madan is the CTO and was previously an engineer at Facebook for 9 years. At Facebook, Sameer built Live Video and was the technical lead on that, among many other products. He has a decade of experience in software development.

If you’d like to learn more about our company, check out our website.

Join us as we work to improve access to care for neurological conditions (migraine, epilepsy, sleep disorders, Alzheimer’s, etc.) and truly make an impact in the lives of patients.

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