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Job details
Company: The Institute for Functional Medicine
Job Title: Experience Coordinator - Bilingual Spanish/English
Job Category: Customer Service/Support/Call Center
Job Reference: Experience & Engagement
Job description:  
Department: Experience & Engagement
Supervisor: Manager, Experience
Status: Non-Exempt, Full-time
Supervisory Responsibilities: None
Location: Remote. We are looking for team members to join us from across the country in different time zones!
Travel: 0-5% (Travel will resume once it becomes safe to do so per current health guidance)
Hours of Work: Monday – Friday, 8:00 am–5:00 pm PT (Some work required on nights and weekends)

So, what’s an Experience Coordinator?
The Experience Coordinator serves as a first point of contact for incoming phone, email, and web chat communications from IFM customers. Customers include patients, healthcare practitioners, students, industry contacts, and other members of the functional medicine ecosystem. The Experience Coordinator is responsible for ensuring that every IFM customer is happy and satisfied. The Experience Coordinator is expected to provide exceptional, white glove customer service in every interaction. This role will contribute to, support, and implement projects related to IFM’s Experience Team goals.

The successful candidate for this role requires a strong understanding of customer service best practices, a positive demeanor, skills in organization, collaboration, communication, and the ability to develop a working knowledge of IFM’s products, services, and departmental functions.

In this role, the Experience Coordinator will work independently and as part of a team, interacting across all of IFM using organizational knowledge and expertise to solve problems.

A capacity to apply a sense of urgency to tasks in a fast-paced environment while maintaining supreme attention to detail and a creative eye are integral qualities to be successful in this position!

What is IFM?
The Institute for Functional Medicine is a non-profit organization that provides education to healthcare practitioners on how to serve their patients using the functional medicine model.

What is functional medicine?
Functional Medicine determines how and why illness occurs and restores health by addressing the root causes of disease for each individual. The Functional Medicine model is an individualized, patient-centered, evidence-based approach that empowers patients and practitioners to work together to address the underlying causes of disease and promote optimal wellness. Our work is primarily focused in these five areas:

1. Education. We train functional medicine clinicians to act as change agents in reversing the epidemic of chronic disease.
2. Access. We facilitate the broadest possible integration of functional medicine into the global healthcare system.
3. Economics. We ensure that the practice of functional medicine is economically viable for providers, patients, and payers.
4. Collaboration & Development. We create and support key alliances that advance IFM’s mission to make functional medicine the standard of care.
5. Research. We catalyze and facilitate clinical research that supports the functional medicine model.
What’s in it for you?
• Paid medical, dental and vision insurance (dependent coverage offered at a competitive monthly premium)!
• Paid life insurance, short-term and long-term disability insurance!
• Competitive vacation and sick leave!
• 401(k) with generous contribution!
• 11 paid holidays plus a personal day annually!
• Meeting-free Tuesday afternoons!
• Annual wellness stipend!
• Department budgeted job skills training!
• Funds to put towards to a personal development opportunity!
• Complementary registration to IFM’s educational programs!

Does this sound like you?
• A minimum of 2 years’ customer service experience required.
• Strong oral and written communication skills, utilizing excellent grammar and professional tone for customers and partners across multiple geographical locations, including international locations;
• Previous work with multi-state, multi-office coordination preferred.
• Must have demonstrated expertise with MS Office Suite (Excel, Outlook, Word);
• Ability to efficiently handle 100-200 incoming calls, emails, and chats per week;
• Type at least 60 WPM;
• Excellent skills in relationship-driven customer service, organization, and communication;
• Demonstrated ability to relate to, anticipate, and communicate the customer’s perspective to make decisions that may have an impact across multiple departments and outside IFM;
• Strong organizational and prioritization skills;
• Ability to engage in skillful dialogue, discussion, and inquiry, over the phone, in person, and via electronic media;
• Ability to work independently and as part of a team;
• Ability to work independently and collaborate as part of a team on communication processes, goals, schedules, and outcomes;
• Willingness and ability to adapt to new technologies and software such as HupSpot, CRM, Box, Airtable, and Asana.

The Institute for Functional Medicine, IFM, is a federal government contractor and an Equal Opportunity Employer. IFM invites all applicants to apply regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and/or veteran status. As such, IFM invites you to voluntarily self-identify as a qualified individual, if applicable using the Voluntary EEO Form.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Completion of this information is voluntary and as such, adverse action will not be taken should you decide to not self-identify. The information you submit will be kept confidential.

Applicants Rights under Federal Employment Laws
FMLA: https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf
EEO: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
EPPA: https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf
Employment type:
  • Full Time
Salary Range: Unspecified
Other Information
Degree: Unspecified
Experience (year): 2
Job Location: Remote - Washington - USA
Zipcode: Remote
Post Date: 11/23/2021
Contact Information
Company: The Institute for Functional Medicine
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