Onboarding Success Representative

Who we are... Great Places to work 2022 and 2023 DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day. Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly we have a LOT of fun. We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better. ***RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED** **Must be able to read and write in English** - Benefits_ Unlimited PTO 11 Paid Holidays Annual Week off For the Holidays Medical Insurance fully covered by Employer **Responsibilities**: - ** Follow up with Overdue Accounts**: - Reach out to accounts that have missed scheduled onboarding meetings. - Follow up with accounts that haven’t put their AIChat live (referred to as "overdue chats"). - Follow up with accounts that haven’t provided Google access (referred to as "overdue Google"). - Follow up with accounts that haven’t added their Blogs (referred to as "overdue Blogs"). - ** Handle Cancellation Requests (Hail Marys)**: - Contact accounts with pending cancellations who already had their 1st attempt and hold a Hail Mary to retain them. - Address concerns and provide solutions to prevent cancellations. - ** Re-engage with Stalled/Overdue Accounts**: - Reach out to accounts that are up to date with billing but have not moved forward in the onboarding process. - Ensure these accounts are fully engaged and progressing. **Tasks Required**: - ** Follow-up with Overdue Accounts**: - Monitor dashboards for accounts that have missed onboarding meetings. - Schedule new onboarding meetings or assist in completing overdue tasks. - Document all outreach and account status updates. **Handle Cancellation Requests (Hail Marys)**: - Contact accounts with pending cancellations who already had their 1st attempt and hold a Hail Mary to retain them. - Address concerns and provide solutions to prevent cancellations. **Re-engage Stalled/Overdue Accounts**: - Analyze account engagement data to identify stalled accounts. - Proactively reach out to provide support or guidance to move forward. - Collaborate with OBS team for technical or content assistance if needed. - Maintain accurate records of engagement efforts and outcomes. **Impact on Broader OBS Team**: - Reduces workload on OBS specialists by handling re-engagement and retention. - Improves OBS team efficiency, allowing them to focus on active onboarding's. - Contributes to higher retention rates and fewer cancellations. **Metrics / KPIs**: - ** Follow-up with Overdue Accounts**: - Number of overdue accounts contacted per week. - Number of overdue items completed per week. - ** Cancellation Handling (Hail Marys)**: - Number of Buyers Remorse Scheduled - Number of Hail Mary held per week. - Number of saves per week - ** Re-engagement of Stalled Accounts**: - Number of stalled accounts re-engaged attempts per week. - Number of stalled accounts re-engaged scheduled per week.