Customer Success Coordinator

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Job Title Digital Patient Success Coordinator

ABOUT THE ROLE

We’re seeking a part-time Customer Success Coordinator to provide supportive, high-touch engagement to prospective and existing clients—primarily via SMS and scheduled phone consultations. This role goes beyond standard call center work, focusing on relationship-building and personalized guidance to ensure each individual progresses smoothly on their health journey.

You’ll operate on a flexible, on-call schedule, ready to respond quickly when leads or existing clients reach out. During slower periods, you won’t be actively engaging, but must remain available to support new inquiries or follow-ups. If you thrive on customer success, enjoy leveraging tech tools, and are comfortable discussing health and wellness in a consultative way, we’d love to have you on board.

KEY RESPONSIBILITIES

1. Inbound & Ongoing Support

   • Monitor incoming SMS inquiries and existing client communications, responding promptly with empathy and clarity.

2. Customer Success Outreach

   • Proactively check in on clients to ensure they’re satisfied, aware of next steps, and achieving their wellness goals.

3. Consultative Conversations

   • Use open-ended questions to understand concerns, goals, and past treatments, providing personalized guidance or resources.

4. Scheduling & Coordination

   • Manage phone consultations via Calendly (or similar tools) for clients who prefer deeper, real-time discussions.

5. Data Capture & Documentation

   • Accurately record client interactions and progress notes in our CRM and scheduling platforms

6. Follow-Up & Retention

   • Support ongoing client engagement by offering additional resources, nudging them to schedule appointments, and addressing any barriers to success.

7. Continuous Improvement

   • Collaborate with the team to refine onboarding, support, and retention processes based on client feedback and outcomes.

QUALIFICATIONS

• Strong Communication Skills: Exceptional written and verbal communication for SMS-based and phone interactions.

• Customer Success Mindset: Passion for guiding clients toward successful outcomes, resolving concerns, and celebrating progress.

• Tech Proficiency: Comfortable learning new tools; experience with CRMs, telehealth, or scheduling software is helpful.

• Excel Familiarity: Capable of setting up basic tracking sheets or running simple data reports.

• Healthcare/Wellness Interest: Familiarity with medical or wellness services (telehealth, physical therapy, chiropractic, concierge medicine) is a plus.

• Flexible Availability: Must be able to respond quickly to inbound leads and client messages throughout the day (East Coast business hours, ~16:00–24:00 GMT).

• Attention to Detail: Consistently accurate in updating records, maintaining privacy standards, and following up on next steps.

WORKING CONDITIONS

• Location: Remote, part-time position.

• Hours: Flexible schedule with on-call responsiveness.

• Compensation: Competitive part-time base salary.

WHY JOIN US

• Impactful Engagement: Go beyond transactional interactions to truly guide and support clients on their wellness journey.

• Flexible Work Style: Enjoy a part-time role that allows for personal flexibility while maintaining rapid response times.

• Growth & Training: Learn in-demand tools and customer success strategies in a telehealth-forward environment.

• Supportive Culture: Collaborate with a dedicated team that values empathy, innovation, and a commitment to client success.

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