Advanced Diabetes Supply® was founded on the bold principle of creating a knowledgeable, reliable and demonstrably superior diabetes supply company. Our approach, coupled with a commitment to service and innovation, has catapulted Advanced Diabetes Supply® to a national leader in the industry. Creating high-performance, adaptive teams requires a relentless commitment to hiring the best. We strive to maintain a casual, fun environment whenever possible, but we don’t just play around. We work hard every day to provide a positive work culture and respectful atmosphere. The standards we set for ourselves are high, and we love to be challenged! If you enjoy working in a collaborative environment, have a passion for excellence and a bias for action, we may be just what you’ve been looking for.

Position Summary

The New Patient Intake Sales Coach provides ongoing coaching, feedback, product, and sales training that focus on the sales process to ensure maximum lead generation and high closure rates to new hires and existing sales representatives.

The New Patient Intake Sales Coach works closely with the leadership team to determine appropriate action plans based on monitoring reports/results, to ensure employees are HIPAA compliant and consistently meeting standards that provide a Best-in-Class experience to our customers. The New Patient Intake Sales Coach will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Services leadership team.

Essential Functions:

• Trains/Coaches the New Patient Intake team to expand customer value propositions through utilization of self-service options, improved technical knowledge/support, and resolution of customer issues/requests.
• Works closely with the leadership team to support the establishment of goals, create training/coaching initiatives, and develop programs to continuously motivate and encourage team members.
• Observes and monitors team members’ performance on a daily basis; ensures coaching is completed in a consistent, fair, and timely manner.
• Ensures privacy and confidentiality when addressing performance concerns with team members and/or leadership.
• Understands goals and identifies/bridges gaps in performance, productivity, and quality at both the individual and team level.
• Provides superior guidance, mentoring, coaching and feedback for team members to strengthen their overall sales performance.
• Ensures positive reinforcement to team members for well-administered calls, accounting for all elements of providing a Best-in-Class experience: greeting, compliance, proper communication, proper follow through (process and documentation), proper closing.
• Documents and escalates complaints encountered while call monitoring, to appropriate leadership.
• Maintains database of scores and conducts one-on-one performance reviews with the New Patient Intake team.
• Assists and provides ongoing feedback for performance reviews on the New Patient Intake team.
• Maintains full knowledge of all products and services, procedures, and policies.
• Responds promptly to inbound calls emphasizing a focus to assist in achieving service level and sales targets.
• Supports process changes by proposing solutions, communicating updates and/or trends.
• Embraces and exemplifies ADS core values:

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.
• May provide cross-functional support as business needs demand.

• High School diploma or equivalent
• 3+ years’ call center sales and/or customer service upsells and retention
• Experience with call center dialers and/or related systems
• Team lead and/or mentoring experience
• Demonstrated success in meeting goals and objectives
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Intermediate level of MS Office proficiency

Expected Competencies

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations
• Strong analytical skills: ability to pull, review, analyze, and report on various production, quality, and performance data & statistics
• Ability to address concerns honestly & objectively; ability to motivate & coach associates to succeed, ensuring continuous quality improvement.
• Must be a problem solver, possessing a high degree of personal energy, initiative, and drive
• Self-directed accountability and reliability
• Cultural competence

Other Requirements

Candidate must successfully pass a background check

Compensation Package

Salary ranges may vary depending on location. The general hiring range for this position is $22 per hour. Actual compensation depends on education, experience and relevant skills. In addition, benefits include:

• Health, Dental & Vision options
• FSA and HSA plan with Employer Contribution
• Employer paid EAP
• 401k with 4% Company Match
• Discretionary Profit Sharing Plan
• Paid Time Off (PTO) Including 8 Paid Holidays and a Birthday Holiday
• In-house Training Programs
• A fun culture in a fast-growing organization!

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