Relationship Manager

FORTA’S MISSION:

Forta is clearing the path to quality healthcare by delivering the best possible outcomes with the utmost convenience. 1 in 36 children [CDC, 2023] is diagnosed to be on the autism spectrum. Currently, autism support via Applied Behavior Analysis (ABA) is difficult to access and the delivery model must be expanded to provide earlier access to families.

Forta is not only providing ABA services to our clients, but we’re also improving the future of the ABA experience for families by creating software and predictive algorithms that elevate clinicians to work smarter by surfacing the latest and most relevant case data. We are working diligently to continuously improve the patient journey and deliver personalized care by applying smart technology and investing in the growth of our world-class team.

A Relationship Manager provides a great onboarding experience for families seeking Forta’s ABA services that results in a high program completion rate and exceptional customer survey scores. 

Outcomes:

• As the first point of contact for incoming families, the Relationship Manager will efficiently qualify leads, answer questions about the Forta Parent Training Program, convert leads into course participants, and work 1:1 with participants
• Gracefully filter leads who are not qualified for the program by demonstrating empathy and sensitivity 
• Use objection handling skills to help parents understand what they need to do to become a course participant. 
• Gather paperwork and accurate data into the CRM system
• Manage and maintain relationships with parents to handoff to the clinical team
• Accurately capture a high volume of medical information from the leads
• Effectively guide parents through sign up to starting the course
• Conduct a high volume of calls/video calls for sales and intake calls
• Accurately confirm valid comprehensive diagnosis reports
• Accurately confirm valid insurance cards
• Process all documentation received within 48 hours
• Respond to parent phone calls and email follow ups within 24 hours
• Maintain Salesforce hygiene and documentation integrity
• Routinely follow up with parents who have outstanding documentation and/or agreements

Competencies:

• Basic knowledge of therapy ABA therapy 
• Excellent skills in written english composition with the capability of quickly producing accurate, clear written responses 
• Excellent verbal communication skills with a proven ability to build meaningful connections
• Ability to connect with parents, so they feel comfortable and confident in their choice to work with Forta
• Excellent at handling objections to ensure parents' issues are understood and addressed skillfully
• Adapt and adjust priorities in a fast paced environment
• Accurately capture a high volume of medical information from the leads
• Ability to gather data across multiple platforms - Salesforce, Monday, Google 
• Ability to handle calls, emails, and texts simultaneously
• Ability to read and understand diagnostic reports to confirm correct diagnostics and evaluation parameters
• Maintain confidential information/HIPAA/PHI
• Excellent organization skills and attention to detail
• Exemplary time management skills

Requirements:

• A Bachelor's degree 
• Knowledge and experience with Google Suite, Microsoft Office
• At least 2 years of experience using Salesforce CRM as the primary pipeline management tool 
• A minimum of 2 years of experience in a direct sales or customer service role, preferably within the healthcare sector
• Experience making complex sales and building relationships
• Outstanding written and verbal communication abilities
• Intrinsic motivation coupled with a strong sense of ownership and a track record of exceeding goals
• Availability to work from 9 AM to 5 PM Pacific Standard Time, Tuesday through Saturday or 12 PM to 8 PM Eastern Standard Time Monday through Friday

YOU NEED IT? WE GOT IT!:

Benefits (for qualifying employees): Medical, Dental, Vision, Retirement, Flexible Spending Account, Dependent Care Account, and more!

Flexible Time Off (for qualifying employees): Unlimited time off! Great for personal, sick, and mental health days.

Apply Today! 

We are looking for you! A driven, innovative, client-focused individual to join our team as we innovate the care and tools available to neuro-diverse families. If this position sounds like the opportunity you have been searching for, we want to speak with you!

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Forta is a Drug-Free Workplace/ EO employer – M/F/Veteran/Disability.