Sales Operations Manager

Defy Medical is a state-of-the-art medical clinic that is a dedicated leader and innovator in the field of integrative medicine & wellness; offering the best in clinical expertise, education, and clinical research to improve the health and quality of life of patients. ‘Integrative medicine’ describes our practice of treating a patient through an approach that often includes hormone replacement therapies, nutritional support, and lifestyle modifications to help mitigate preventable diseases and reverse symptoms resulting from age-related (or disease-induced) hormone deficiencies.

Defy Medical offers a local facility and a telemedicine service that can reach patients in most US territories. The telemedicine service offers the unique ability to provide specialty treatments to patients in remote locations or who are unable to access the clinic location.

Duties and Responsibilities

• Demonstrates advanced product and services knowledge
• Manage employees who are organized into teams with specific responsibilities (Patient Liaisons and Intake Representatives)
• Measure sales activities and make decisions using available metrics and ROI
• Reviews sales performance to determine activity effectiveness and ensure high activity output
• Directs staffing, training, and performance evaluations to develop and control sales operations
• Maintains updated KPI reports and dashboards
• Responsible for regular call coaching and call improvement exercises
• Responsible for the development of call plans for all products and services and marketing campaigns
• Ensures utilization and performs monthly audits of CRM
• Assists leadership in review and updates of opportunity pipeline and industry forecasting
• Handles patient escalations and troubleshooting; identifies resources to solve patient issues
• Reports all campaign activities and results to leadership
• Assists in the development and training of each Patient Liaison and Intake Representative
• Expected to maintain a high standard of professionalism in their verbal and written communications
• Follows established sales operating procedures and best practices
• Executes mass communication campaigns and maintains a follow up schedule to ensure each lead is contacted
• Suggests and implements improvement in sales team processes
• Relay patient feedback and compile competitor information
• Research and discover methods to increase patient engagement
• Meets all performance expectations and regularly exceeds sales goals
• CRM implementation and management; assist with the development and management of CRM interfacing and sales data communication between software
• Collaborate with marketing department to enable sales teams to execute campaigns
• Ensures the sales information system is routinely updated – especially in relation to Salesforce (CRM), communication, forecasting, and patient information
• Reports to Vice President and assists with the execution of patient-facing priorities
  
  

Key Competencies

• High integrity
• Patient-centric
• Analytical and quantitative skills with expertise in data analysis
• High adaptability in an environment with significant change and ambiguity
• Ability to interact effectively with diverse patients via phone and email
• Must be able to maintain above-average attendance and punctuality
• Able to learn detailed knowledge of products and services
• Excellent verbal and written communication skills
• Must be detail oriented and possess high level of accuracy
• Willingness to work collaboratively and the ability to demonstrate effective teamwork
• Ability to prioritize work and meet deadlines
• Must be self-starter and results-driven
• Sensitivity to confidential documents and information
  
  

Position Qualifications

Education / Qualifications / Certifications

• Previous experience in Inside Sales role required
• Proficiency in Microsoft Office
• Experience with CRM software (ie Salesforce)
• Proficiency in written and verbal communications
  
  
  
  

• Genuine interest in wellness, quality of life, and hormone therapies
  
  

Salary And Benefits

Base Pay $80,000 - $90,000 Potential for Monthly and Quarterly Bonus

Health, Vision, Dental, PTO, Paid holidays, 401(k), Life Insurance