JumpstartMD

Customer Retention Specialist

• Act as the primary point of contact for members across all JumpstartMD clinics, addressing their needs and enhancing their overall experience.
• Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries.
• Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention.
• Support clinics by managing the inventory and supply chain process. Ensure all clinics are fully stocked with essential products, office supplies, and medical equipment.
• Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to JumpstartMD.
• Analyze member behavior and produce regular reports on retention, cancellations, and overall satisfaction. Present findings to the sales and marketing teams to improve retention strategies.
• Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products.
• Monitor and reply to member questions and support the needs of our membership through the App – Reply to member questions and inquiries from the survey platform to ensure timely responses and satisfactory problem solving for members. Deliver exceptional customer care in every interaction, ensuring members feel supported, valued, and empowered throughout their health journey. Use active listening, empathy, and problem-solving to provide a best-in-class experience.

Member Support and Retention Specialist

Inside Sales

• Monitor and manage a real-time lead queue across all inbound channels: incoming calls, webforms, emails, voicemails, and texts.
• Manually add non-webform leads (emails, voicemails, texts, calls) to the Salesforce lead queue promptly upon receipt.
• Respond to all leads according to the established priority order: incoming calls first, followed by scheduled consults, most recently created leads, leads with only one call attempt, and remaining leads (newest to oldest).
• Mark all call attempts as 'Called' in the lead queue to ensure accurate outreach history.
• Conduct outbound calls, texts, and emails across a structured follow-up cadence of up to 12 contact attempts per lead.
• Transition leads with 6 or more unanswered attempts to a nurture sequence.
• Prioritize pending prospects for follow-up once all new leads have been contacted.
• Respond to cancellations and no-shows as soon as notification is received via email and work proactively to recover and reschedule the booking.
• Conduct discovery conversations to understand each prospect's health goals, program interest (Weight Loss, Hormone Care, or both), and readiness.
• Educate prospects on JumpstartMD programs, medication options (GLP-1 and non GLP-1), clinician and health coach support model, and the clinical assessment process.
• Present appropriate program options (Signature, Essential, or Online) based on the prospect's needs and location.
• Confidently close to a scheduled consultation and collect the Clinical Assessment Fee at the time of booking.
• Follow up with all booked-but-not-paid accounts to secure payment prior to the appointment.
• Maintain accurate and up-to-date records for all leads, pending statuses, and loss reasons in Salesforce.
• Ensure all pending leads include a clear loss reason for team visibility.
• Participate in weekly and monthly KPI reviews including call volume, booking totals, pending lists, and consultation quality scoring.
• Complete consultation quality scorecards and engage in regular coaching sessions with the Manager/Director.

Member Support and Retention Specialist

Program Specialist – Inside Sales