Clinician Success Representative
Mental healthcare services are the single largest driver of cost in U.S. Healthcare ($225+ billion).
And yet, by 2025, the U.S. is expected to have a shortage of 87% of perceived demand—over 4.5M
therapists! (Source: http://bit.ly/SAMHSAworkforcereport). Making matters worse, due to a lack of
technology solutions to help therapists handle their often overwhelming workloads, only 50% of
patients actually improve. Eleos wants to change that, and its an exciting time to join us!
Eleos is on our mission to empower behavioral health clinicians with voice analysis and NLP
technologies to measure and improve clinical outcomes of talk therapy.
As our Clinician Success Representative, you will be in a high-visibility, high-impact role integral to
our continued growth strategy and expansion of our footprint within the US market. We are looking
for a high-energy, part coach, trainer, advisor, customer service expert: you will be continuously
focused on helping, supporting, training, and generally empowering our clients as they enjoy using
the Eleos Health solutions. As part of our Clinician Success team, you will be leading everything that
has to do with post-sale; onboarding, training, implementing, supporting, as well as renewals and
expansions. You will work with strategic Eleos clients, from large enterprises and health systems to
independent clinics and everything in between.
This is a unique opportunity to join a leading digital health startup with a real impact on the wellbeing
and mental health of thousands, applying cutting-edge technology for solving a meaningful human
problem with huge financial and clinical implications.
You Will:
? Ensure high service standards and maintain customer satisfaction. The position is divided
into 2 roles: 50% Support and 50% Clinician Onboarding Success.
? Handle complaints, provide appropriate solutions and alternatives within the time limits and
follow up to ensure resolution
? Keep records of customer interactions, process customer accounts, and file documents
? Identify product issues/opportunities required to make our clients and members more
successful, and drives improvements in collaboration with our product team
? Identify and assess customers’ needs to achieve satisfaction
? Take the extra mile to engage customers
? Onboard our clients successfully
? Investigate and suggest how to get better our support software
? Build and executes individual client success plans and develops metrics for success based
on each client's goals
? Have demonstrated ownership in all aspects of territory management
? Be able to work in flexible hours (Hybrid working model WFH+ Our Boston office)
Requirements:
? 1+ years of experience in customer-facing customer support & service
? Excellent communication skills
? Ability to multitask, prioritize, and manage time effectively
? Have a proven track record of providing an extraordinary service to customers, and the ability to identify client challenges and areas of risk, develop get well plans, and work to execute proactively to avoid churn
? Full-time position including availability every weekend a month – ability to work during unconventional working hours, when required
? Tech-savvy – quickly grasps how to work with different software
? Thrives in a dynamic startup environment
? Someone who is both a self-starter and works well in a team environment
? Experience working as a behavioral/mental health clinician - a big plus
? Experience in supporting the health industry - a plus
? Experience working in a Startup/high-tech industry.
Mental healthcare services are the single largest driver of cost in U.S. Healthcare ($225+ billion).
And yet, by 2025, the U.S. is expected to have a shortage of 87% of perceived demand—over 4.5M
therapists! (Source: http://bit.ly/SAMHSAworkforcereport). Making matters worse, due to a lack of
technology solutions to help therapists handle their often overwhelming workloads, only 50% of
patients actually improve. Eleos wants to change that, and its an exciting time to join us!
Eleos is on our mission to empower behavioral health clinicians with voice analysis and NLP
technologies to measure and improve clinical outcomes of talk therapy.
As our Clinician Success Representative, you will be in a high-visibility, high-impact role integral to
our continued growth strategy and expansion of our footprint within the US market. We are looking
for a high-energy, part coach, trainer, advisor, customer service expert: you will be continuously
focused on helping, supporting, training, and generally empowering our clients as they enjoy using
the Eleos Health solutions. As part of our Clinician Success team, you will be leading everything that
has to do with post-sale; onboarding, training, implementing, supporting, as well as renewals and
expansions. You will work with strategic Eleos clients, from large enterprises and health systems to
independent clinics and everything in between.
This is a unique opportunity to join a leading digital health startup with a real impact on the wellbeing
and mental health of thousands, applying cutting-edge technology for solving a meaningful human
problem with huge financial and clinical implications.
You Will:
? Ensure high service standards and maintain customer satisfaction. The position is divided
into 2 roles: 50% Support and 50% Clinician Onboarding Success.
? Handle complaints, provide appropriate solutions and alternatives within the time limits and
follow up to ensure resolution
? Keep records of customer interactions, process customer accounts, and file documents
? Identify product issues/opportunities required to make our clients and members more
successful, and drives improvements in collaboration with our product team
? Identify and assess customers’ needs to achieve satisfaction
? Take the extra mile to engage customers
? Onboard our clients successfully
? Investigate and suggest how to get better our support software
? Build and executes individual client success plans and develops metrics for success based
on each client's goals
? Have demonstrated ownership in all aspects of territory management
? Be able to work in flexible hours (Hybrid working model WFH+ Our Boston office)
Requirements:
? 1+ years of experience in customer-facing customer support & service
? Excellent communication skills
? Ability to multitask, prioritize, and manage time effectively
? Have a proven track record of providing an extraordinary service to customers, and the ability to identify client challenges and areas of risk, develop get well plans, and work to execute proactively to avoid churn
? Full-time position including availability every weekend a month – ability to work during unconventional working hours, when required
? Tech-savvy – quickly grasps how to work with different software
? Thrives in a dynamic startup environment
? Someone who is both a self-starter and works well in a team environment
? Experience working as a behavioral/mental health clinician - a big plus
? Experience in supporting the health industry - a plus
? Experience working in a Startup/high-tech industry.