About level2 level2 is a healthcare start-up that is building the next generation of virtual care for individuals with chronic conditions including type 2 diabetesThis new business is dedicated to empowering patients to manage and achieve remission of their condition through an end-to-end virtual care offeringAs an employee of this new business, you can expect to be a part of a dynamic organization that is fast-paced and driven by our vision to change the way healthcare is delivered for millions of individuals nationwide.
About the role
This position reports directly to the messaging coach team lead and is responsible for a roster of level2 diabetic members who sign up for coachingThe estimated roster size is 600 active members, but this amount may vary based on business needsThis position is the primary and key relationship with lower risk members that helps them focus on behavior change mainly through messagingThe messaging coach is responsible for each individual member, including connecting the member with other level 2 teammates as needed, such as registered dieticians, nurses, support, etcAreas of responsibility include coaching skills, behavior change focus, general understanding of diabetes and reversal/remission, continual training, motivating and encouraging members through written communication, member focus and contributing to the accomplishment of the level 2 program and coaching operations.
A messaging coach provides messaging, video coaching and as needed telephonic coaching for diabetic members desiring to reverse the effects of diabetes using cgms (continuous glucose monitors), fit bits, specialized apps and other resources to bring awareness and promote changeThe messaging coach will partner with members to help them use the program for their wellness journey that focuses on nutrition, physical activity, mindfulness and medication remediation through our clinical teamThe coach will help the member navigate the level2 program to activate outcomes progressionCoaches are supported by online curriculum, call frameworks and skill enhancement tools.
The coach will interact with members based on member need and risk related priority levels, which will mainly be done through messaging and at times short videos or even phone callsThe coach will need to understand cgm data, exercise data, nutrition information, etcAnd will support member utilization of key tools, information, technology and coaching supportThere may be projects and/or pilots the coach will be involved in depending on business needsOn the job training is required and essential for coaching success.
Responsibilities
Coaching skills
Manage members through our level 2 program using foundational digital coaching processes
Provide coaching through messaging and video
Provide 15-30 minute telephonic coach calls for members as needed
Assist consumers` self-directed progression through the stages of behavioral change
Ability to empathize, motivate, and encourage all members towards healthy changes
Technology skills
Ability to effectively use web tools to manage coaching clientele
Strong pc computing experience (microsoft office, access, visio, etc.)
Able to adapt and learn new technology as released
Willingness to learn new tools (such as cgm, fitbit, etc.) to incorporate into coaching
Communicate effectively
Communicate in a professional and friendly manner
Create, compose, and edit written materials
Communicate technical information to nontechnical personnel
Confident to be on cameral for live and recorded video coaching
Act as a team player
Work cross-functionally and collaboratively with other departments and coaches
Attend, participate and arrive on time to meetings with a professional, team-oriented presence
Accept constructive feedback for continual improvement
Contribute to a team atmosphere where a team approach is highlighted and valued
Support change and innovation
Adapt, embrace and engage in changes required to achieve value and productivity
Able to work in start-up and developing environment
Use creative ideas to help drive program and member innovation
Willing to engage in new pilots, research and implementations as needed
Deliver quality results
Monitor and facilitate workflow, maximizing resources to provide quality member support
Identify problem areas and develop contingency plans
Deliver excellent customer service
Contribute to the positive culture within level 2
Operate within core competencies
Maintain chat, video and call observation scores based on targets within the coaching department
Maintain defined scheduled adherence to ensure maximum levels of service to our customers.
Focus on key activities to promote greatest member success (chats, calls, videos, etc.)
Meet or exceed monthly member satisfaction expectations to maintain perceived value.
Required qualifications
1+ years or coaching/behavior change experience with proven results
Experience working with groups and individuals virtually (chat, video, telephonic, etc.)
Strong written and verbal communications skills
Proficient in word processing, spreadsheet and electronic communication software program
Fluent in spanish, able to read and write
Preferred qualifications
National board certified health and wellness coach (nbc-hwc) or working on attaining it
Bachelors or higher degree in related field
Certifications in health/wellness
Experience working in hipaa regulated environment
