Job description
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 membership activation specialist 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 specialist 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: $45,000-50,000 plus benefits.
- 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.
About Neura Health:
Brick-and-mortar neurology clinics often face overwhelming patient demand, leading to long wait times. Nationwide, the wait to see a neurologist is 4-6 months. This delay in care can be especially critical for patients with progressive neurological conditions, where timely intervention is essential. The traditional model struggles to keep pace with growing needs, leaving many without access to the specialized care they urgently require.
Neura Health is building the nation’s largest virtual neurology practice, as well as an all-in-one place for patients to manage their longitudinal disease journeys. We’re redefining the future of neurology through cutting-edge technology, compassionate care, and a relentless commitment to better outcomes. By combining advanced data analytics and AI-assisted diagnostics, we’re enabling earlier detection, personalized treatment, and continuous monitoring for neurological conditions such as chronic headaches, chronic pain, epilepsy, memory disorders, and more.
With over $22M in backing from world-class investors, Neura is on a mission to revolutionize neurology care. We are serving a massive market (over 145m Americans have neurological issues) that is deeply underserved. Our mission is to assure access and quality of care for neurologic conditions. If you’re driven by purpose and excited to shape the future of brain health, we invite you to be part of our transformative journey.
About the Founders:
- 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 fifteen years 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 was the technical lead for Live Video, and built several well known products such as Facebook Mentions, threaded-ranked comments, and more.
Neura is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to these or any other characteristics protected by law.
