Associate I, Sales Coach

Company: Oak Street Health

Title: Associate, Sales Coach

Location: Downers Grove; Remote

Role Description:

The Sr. Associate, Sales Coach is responsible for developing Patient Experience and Service Operations (PXSO) Sales Call Center Representatives to improve sales conversion rates and quality of engagement with patients within the Sales Contact Center (CCSales). This role will be a key contributor and driver in Representative’s performance in key business functions of CCSales. This role is responsible for improving and accelerating a Representative’s performance to maximize effectiveness through understanding of workflow, protocols, overcoming objections, building meaningful relationships, and providing the best unmatched experience for potential patients. This individual should be a dynamic teacher who builds supportive relationships. In addition, they should be passionate about improving others’ performance. This individual would be highly skilled at understanding performance gaps and creating actionable solutions for Representatives to adopt new methods and techniques to improve performance within their role.

Core Responsibilities:

• Analyze KPI results of Sales Call Center Representatives in collaboration with CCSales Supervisors and Associates to identify performance of call center representatives.

• Design performance improvement plans for CCSales Representatives by understanding their strengths and weaknesses to track targeted efforts at improving overall performance.

• Oversee the delivery of individual and group weekly development sessions with CCSales Representatives by CCSales Supervisors to deliver report-outs on progress.

• Identify and execute plans to improve call center performance to set growth targets.

• Develop and deliver additional training sessions for CCSales Representatives on the Oak Street Care Model and successful sales tactics from higher performers to foster a collaborative and team environment within PXSO.

• Consult with Training Associates to assess materials used in sessions in order to improve representatives’ preparedness for the role.

• Shadow agent calls to assist in quality assurance of CCSales.

• Develop and own the sales coaching playbook for use throughout CCSales.

• Partner with Supervisors and Associates to drive CCSales Representative performance.

• Support the crafting of scripts for CCSales representatives.

• Maintain scripts for CCSales.

• Share proven best practices to agents and leadership teams within CCSales.

• Create and analyze monthly quartile performance reports for progress against goals and future focus for CCSales Representatives

• Prepare monthly performance presentations for PXSO Leadership.

• Other duties as assigned.

What are we looking for?

• 1 to 2 years of experience in relationship sales in either an inbound or outbound setting.

• 3 to 5 years of experience in relationship sales in either an inbound or outbound setting.

• For existing Oak Street Health employees 3 months minimum of meeting or exceeding OSH sales goals, high occupancy rate, no current corrective actions, and minimal scheduling errors.

• High level understanding of the Oak Street value proposition and care model.

• Bachelor's Degree or 4 years of equivalent working experience required.

• Resilience to overcoming objections and ability to teach/coach this skill set

• A problem-solving orientation, flexibility, and positive attitude.

• Excellent project management skills-the ability to independently manage multiple development projects and deadlines.

• Clear, direct, and accessible verbal and written communication; strong listening and feedback delivery skills.

• Excellent face to face and video conference training skills.

• Outstanding networking and relationship management skills.

• Excellent judgment, trustworthiness, and ability to maintain confidentiality.

• Proficient in learning development tools such as Camtasia, Adobe suite/InDesign, Articulate Storyline, and similar. Microsoft Office, Google Suite, and LMS system administration.

• US work authorization

• Someone who embodies being “Oaky”

What does being “Oaky” look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health