Care Concierge Agent

Founded in 2020, Lavender is the largest nurse-owned and operated online psychiatry and therapy office in the United States. Our extraordinary team of 100+ talented and like-minded folks works remotely from across the United States, Canada and the Philippines to collaboratively increase access to high-quality, high-touch mental healthcare. Lavender is a human-first organization and our people embody:

• A bias towards action

• A capacity for self-direction
• Originality and creative instincts
• Courageous and bold thinking
• And the potential to achieve even more

If you’re looking for a fast-paced, constantly evolving environment where your voice matters and you can truly have an impact creating high-quality, user-centric mental health services, we want to hear from you!

Lavender is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives and background will lead to a better environment for our team and a better experience for our clients. We strongly encourage people of color and members of the LGBTQ+ community to apply.

The opportunity

We are currently seeking a Concierge Team Agent to join our Concierge team! If you are customer service driven, excited to make a difference in the lives of others by helping them seek access to quality mental health care, and are results oriented then this position may be for you! We are a growing organization that is a remote working environment, and offers a positive work culture and fun company events.

The Concierge team agent is responsible for creating a positive first impression and supporting clients in accessing Lavender care as well as supporting documentation and billing. Duties include but are not limited to:

Client care:

• Be the first point of contact for new or existing clients with kindness, timely/accurate responses to the queries.

• Monitor and respond to incoming communication channels in a timely manner (ie: phone, email, text and chatbox) client inquiries and making every effort to convert them to a client in a kind, compassionate manner.
• Understanding our scope of care and guiding clients appropriately; directing clients to external resources if they are not a fit for Lavender.
• Handling appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked.

• Supporting all clients needs and escalating issues when appropriate.

• Being proactive and responsive to communication with nurse practitioners in support of scheduling, clients needs and communication .

• Maintaining awareness of NPs on shift and directing inquiries as appropriate.
• Provide immediate response to symptom management issues.

• Apply critical thinking in managing client concerns that are seeking support and escalate when appropriate.

Ticket management:

• Monitoring existing client tickets to progress them to closure in a timely manner with a positive outcome.

• Ensure continuous review of 21/45 day follow up bucket.
• Review new and unassigned buckets on a continuous basis.
• Complete unscheduled follow up and missing information tickets regularly and close off in a timely manner, making every attempt to maintain the client under our care.
• Escalating unresolved credit card or insurance issues according to policy.

• Managing ticket documentation to support data collecting.

The candidate:

• 3+ years of experience in a call centre or sales-related environment

• Sales-driven with proven ability to convert leads
• High emotional intelligence, excelling in empathetic client communication
• Stellar communication skills, phone and email etiquette
• Highly efficient and goal oriented with a client-centric work ethic
• Able to handle difficult clients with patience, kindness and compassion
• Adaptable to changing processes
• Tech savvy with computers, phones, online software systems and apps

• Must have own computer and a quiet, professional space to work from home