Position Overview
The Health Concierge – Appointment Setter plays a key role in our sales process and client experience. Clients purchase a testing kit and then connect with our sales team to learn more about their results and the programs available to them. The Health Advisor is a sales professional who speaks with clients about their results, answers questions about the program, and helps them determine whether the program is a good fit.
As the Health Concierge – Appointment Setter, you will be the first sales touchpoint after a client purchases a testing kit. You will connect with clients by phone, complete a non-medical intake conversation, build rapport, gather information, and schedule the client for their conversation with a Health Advisor. You will be responsible for guiding clients through the intake process, completing the Pre-Call Checklist and Confidence Analysis, and making sure each client is prepared for their conversation with a Health Advisor. Your ability to build trust, ask effective questions, communicate clearly, and create a strong handoff is critical to helping the sales team have productive conversations and ultimately helping more clients move forward. This is a client-facing, sales-focused role. Success requires strong communication and relationship-building skills, confidence speaking with clients by phone, attention to detail, and the ability to guide clients toward the next step in the sales process.
Key Responsibilities
- Intake & Handoff Management
- Own your daily HubSpot intake queue and run 10–20 intake calls per day with clients who have already purchased a test kit.
- Protect and prepare every Health Advisor ('Ascension') appointment you set, ensuring they are ready and kept.
- Stay in close communication with your assigned Health Advisors on handoff quality and calendar changes.
- Diagnostic Documentation
- Complete the Pre-Call Checklist and Confidence Analysis on every completed call to provide the Health Advisor with the client's health picture and readiness.
- Log a disposition and outcome on every single call in HubSpot, no exceptions (Completed, Needs Reschedule, Not Qualified, No Show/Cancelled/Refund).
- Client Engagement
- Guide clients through a difficult conversation about their health and financial commitment with authority, kindness, and precision
- Other duties and special projects as assigned.
Required Knowledge, Skills & Abilities
- Operational & Technical Proficiency
- Strong ability to use HubSpot CRM (intake queue, disposition, and booking links), Zoom, and Google Calendar/Workspace.
- Proven experience in maintaining data integrity, with 100% logging of call outcomes.
- Ability to manage 10–20 intake calls daily effectively.
- Communication & Interpersonal Skills
- Exceptional ability to conduct difficult health-related conversations with empathy, authority, and clarity.
- Strong capacity to influence client trust and prepare them for next steps.
- Operational Standards
- Maintain a 65%+ show rate on own intake calls.
- Maintain an 80%+ show rate on Health Advisor calls booked.
Required Credentials
- High school diploma, GED, or equivalent combination of education and relevant work experience.
- Demonstrated experience in lead conversion or intake roles.
- Familiarity with 2-call sales models or similar consultative environments.
Competencies
- Core Competencies: Empathy, precision, organization, reliability.
- Role-Specific Competencies: Intake management, diagnostic handoff, appointment protection, CRM data integrity.
Requirements
- Please apply only if you meet all of the following criteria:
- Location: You currently reside in one of these states: AZ, CT, FL, GA, ID, IN, KY, ME, MN, MI, MO, NC, NE, NM, OH, OK, SC, TN, TX, UT, VA, WY.
- This role requires flexibility to work Monday through Friday, including evenings and weekends, based on operational needs.
- Given the geographically dispersed nature of the team and the needs of the sales organization, schedules may vary and may include hours outside of traditional 8:00 AM–5:00 PM business hours