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Inside Sales Leader

Company: Patina
Location: Philadelphia
Posted on: August 7, 2022

Job Description:

Manager, Prospect Engagement (Inside Sales)
What are We About:
At Patina, we believe everyone should have the opportunity to live their best lives and age with dignity. That's why we're reinventing primary care with an approach that's purpose-built for adults 65+ and their families. Our care model is centered around the needs of the individual, and is available right where they live, with comprehensive and convenient in-home and virtual care options. We enable our world-class team of clinicians, care team members and patient-experience specialists with elegant, human-centered technology and tools, so they can do what they do best: build trusted relationships and deliver great care.
Working at Patina is special. We respect each other, seek out and welcome others' perspectives, and push ourselves to grow and innovate so that we can deliver exceptional experiences to those we serve. We balance humility with confidence, and we're looking for change-makers who bring the heart and audacity to help us profoundly improve the healthcare and aging experience for older Americans.

What Makes You Uniquely Suited to work at Patina Healthcare
You are ready to make a real difference in the lives of seniors in the Greater Philadelphia area. You are over the moon about the opportunity to help seniors experience Patina's unique model of care. You are a deeply compassionate person with a keen understanding of how to engage seniors and their loved ones in discussions about how to make the absolute most of the aging experience.
You love being in communication with prospective patients and families, to educate them on our care model and philosophy, and to generate excitement about an improved aging experience. You thrive in a true team environment - working with Patina clinical team members and others in our organization to deliver the best experience for the prospective patients and their families - all in a friendly and respectable way. You are a proven leader, eager to bring your inside sales leadership experience to Patina to work with the team on building our internal sales processes from the ground up. You are thirsty to learn and energized by the ever changing nature of a startup environment.
You see the gaps in healthcare for seniors and it makes you deeply frustrated. This is the role for someone who has an unbridled passion for revolutionizing healthcare. You want to introduce prospective patients and their loved ones to a care model that anticipates and addresses their physical and psychosocial needs, with the support of a world-class interdisciplinary team consisting of primary care providers, nurses, behavioral health providers, care navigation specialists ("Patina Health Champions"), and other health professionals as appropriate.

What you Get to Do:
The Manager, Patina Prospect Engagement (Inside Sales) is a truly unique opportunity to transform primary care for seniors in a team-based environment that enables teammates to create meaningful relationships with prospective patients and help connect them to a revolutionary new healthcare experience.
This critical new role that will lead the development and execution of inbound and outbound telephonic marketing programs to drive new patient enrollments in Patina. This position will play a key role in shaping and scaling Patina's pre-acquisition processes and driving growth for the company.
You will collaborate closely with cross-functional teams, including the Patina Care Team, to execute the strategy and measure results. The role will report into the Marketing leader, and will lead, train and develop a team of Patina engagement specialists, ensuring the delivery of a superior experience to prospects while effectively capturing leads and achieving key campaign goals.
Responsibilities/Requirements:
You will be a Pioneer, responsible for building, implementing, and continuously improving Patina's internal sales processes, techniques and measures of success in a manner that reinforces our mission and passion to change the aging experience in healthcare for adults 65+.
You will provide strong and dynamic leadership, to grow the team and continue to build the team out over time. You will establish and implement team objectives connected to Patina's OKRs (objective and key results) and empower the team to achieve those objectives, as well as their personal development goals. You will lead with a growth mindset and provide the team hands-on coaching, mentoring, and training around key messages to build a high performing, results driven team, and maximize outcomes.
You will analyze and share key data and insights with leadership, ensuring the proper data infrastructure is in place to ingest new contact records and prospect information, offering suggestions for automation and improvement where applicable as we scale.
You help the team stay on track, managing the budget and forecasting for the telemarketing channel and ensuring that all telephonic campaigns adhere to regulatory requirements.
You will serve as a player/coach leaning in to directly serve prospective patients as follows:

  • Serving as the pivotal first point of contact with Patina, offering an empathetic and consultative approach in all you do. You will build relationships with potential patients through phone, web-based chat and video contact.
    • Understanding the prospective patient's status, establishing the reason for their call, probing for a deeper understanding of their needs and understanding if Patina is the right fit for them; strategically communicating how our model can fulfill their needs if so.
      • Representing Patina, educating and communicating our unique value, by staying fully up-to-speed on our company's story and providing details of our model and care team roles. You will remain closely aligned with our Patina Health Champions, who will provide ongoing insights on our patients and helpful coaching based on their patient experiences.
        • Anticipating and overcoming obstacles to a prospective patient's entry to our care model, understanding and addressing key barriers and questions, and applying a "soft sales" approach in keeping with the Patina brand.
          • Qualifying a prospective patient's level of interest, separating general information seekers from those who are ready to switch primary care providers, as well as those who have an urgent need to switch.
            • Successfully "converting" prospects by 1) Executing warm transfers and setting up discussions with the appropriate Patina Care Team members as a next step toward enrollment in Patina's services, 2) facilitating connections to payer resources and their partners, who may help with patient eligibility needs, and 3) facilitating patient attribution via web form completion and calls with the appropriate payer resources as appropriate
              • Role modeling being a team player, jumping in to field inbound calls that are generated by marketing and sales programs (whether Patina's or programs administered by Patina's health plan partners), make outbound calls as a follow-up to fulfillment/marketing programs, working with prospective patients to move them forward in the sales process and respond to voicemails, emails and web inquiries, promptly and professionally, with a maximum of courtesy and warmth. You will also monitor and track the inbound and outbound call activity levels to help manage team performance and capacity.
                • Capturing key data in Patina's operational and CRM systems, gathering necessary contact, demographic, health plan information, validating a prospective patient's eligibility, and executing key "lead disposition" steps. When handing off prospective patients to other members of the Patina team - such as Health Champions - you will also note those steps in the Five9 system to ensure flawless team communication.
                  • Meeting or exceeding assigned metrics related to the quality and volume of activities to successfully educate and enroll new patients.
                    • Performing key coordination and support tasks related to other marketing activities, such as campaigns, fulfillment and community events.

                      What is Required:
                      • Bachelor's degree
                      • 5+ years of sales/customer service experience
                      • Demonstrated experiences leading and building an inside sales team and processes
                      • Strong experience with process design, implementation, execution and KPIs
                      • Demonstrate being analytical and strategic thinker
                      • An empathetic and resourceful mindset
                      • Experience with a fast-paced, continuously improving, and growing company
                      • Excellent and persuasive (oral and written) communication skills
                      • Deep enjoyment interacting and building rapport with adults who are 65+ years of age and their trusted loved ones
                      • Ability to participate in all required training and development programs, with some travel required (Up to 30%)
                        What Would be Great to Have:
                        • Healthcare experience (especially direct patient interface/support)
                        • Previous experience working with senior populations
                        • A great relationship and understanding of the Philadelphia market
                        • Experience working in a fast-paced, start-up environment
                        • Bilingual capabilities

                          Location:
                          Greater Philadelphia Area. This role is primarily based in our Bala Cynwyd headquarters, but some remote work is a possibility after an initial training and onboarding period.
                          What are the Advantages:
                          • Amazing mission-based culture with a fast growing team
                          • Medical, Dental, & Vision Insurance
                          • Competitive PTO
                          • 12-week paid parental leave
                          • An environment where you can learn, grow your skills, financial wellness, and change the world.

                            Patina is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Keywords: Patina, Philadelphia , Inside Sales Leader, Sales , Philadelphia, Pennsylvania

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