COMPANY OVERVIEW

JumpstartMD is a medical practice dedicated to improving health and well-being through lifestyle changes leading to sustainable, clinically significant weight loss. Informed by cutting edge research, quantified biometrics and medical supervision, JumpstartMD tailors weight loss plans to help members through a low-carbohydrate, real food based, personalized approach to optimize health and wellness. Bio-identical hormone replacement therapy also available to achieve similar ends.

Founded in 2007 by Stanford trained physicians and board-certified Diplomates of the American Board of Obesity Medicine, JumpstartMD has 12 offices in the Bay Area including: Marin, Piedmont, Walnut Creek, San Francisco, Redwood City, Burlingame and more, with plans for additional center openings soon.

Our professional staff includes experts in medicine, nutrition, psychology and physical fitness who meet individually with members each week. All are passionate about empowering our members with knowledge, personal support, and proven science to achieve optimized health.

POSITION SUMMARY

The Member Support Specialist is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members. The incumbent will be quick to respond to all member inquiries, questions and concerns, and ensure customer satisfaction at every touchpoint.

POSITION TITLE: Member Support Specialist

REPORTS TO: Director of Sales

LOCATION(S): Remote (California Required)

CLASSIFICATION: Regular, Full-Time (1.0 FTE), Non-Exempt

PRIMARY DUTIES & RESPONSIBILITIES

• Provide excellent customer service to new and current JumpstartMD members via phone and email, striving to meet highest level of member satisfaction.

• Greet member in a friendly and professional manner using agreed upon language.

• Listen attentively to member needs and concerns; demonstrate empathy

• Answer questions and provide customer-focused solutions via phone and e-mail.

• Explain the JumpstartMD program to potential new members in a clear and thorough manner and successfully onboard them into the program

• Build customer relationships that promote long-term success

• Escalate member or operational issues to supervisor in a manner that identifies solutions and focuses on timely and mutually satisfactory resolve.

• Make outbound calls for reminders, rescheduling, issue resolution and member retention attempts.

• Develop relationships with inbound leads coming through our website or resulting from our marketing initiatives.

• Generate new business through prospecting and cold calling.

• Create energy and excitement around our program by using a variety of communication methods such as in-depth phone conversations, online presentations and crafting of compelling emails.

• Educate our customers about our program, providing them with tailored solutions to their individual needs.

• Maintain basic knowledge of JSMD programs, products, policies and procedures

• Participate in activities designed to improve member satisfaction, retention and business performance.

• Track, document and retrieve information in contact tracking database.

• Observe HIPAA (patient privacy) regulations in communication with member.

• Perform other duties and responsibilities as assigned.

EXPERIENCE, SKILLS & QUALIFICATIONS

• High school diploma or GED required.

• AA or Bachelor’s degree preferred.

• Prior experience in phone sales and/or phone customer service highly desirable.

• Prior experience in health and wellness with interest in health care, nutrition, weight management and/or fitness highly desirable.

• Excellent interpersonal skills and phone etiquette

• Empathetic listener, sensitive, upbeat, optimistic

• Ability to quickly build relationships with weight-loss patients of varying backgrounds, personalities, temperaments, and needs

• Proficient computer skills and experience working with electronic health records

• Experience working in a dynamic, quickly-changing environment.

• Flexible and able to multi-task; can work in a fast-moving environment

WHAT WE OFFER

• The opportunity to grow and scale to a national level a best in class medical weight management, health, and wellness program in collaboration with a team of passionate colleagues dedicated to improving the health and well-being of our members.

• Competitive pay plus commissions.

• Comprehensive benefits (medical, dental, vision & more!)

• 401(k) plus company match.

• Paid time off.

• Free JSMD services (Weight Loss and Bio-identical Hormone Therapy), Discounted JSMD Products (e.g. Vitamin Therapy)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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