Sales Administrator

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.

Mission:

Provide families seeking Forta’s services with a great onboarding experience supporting the Customer Team by efficiently providing administrative support and delivering exceptional customer support experiences to our families. Support Customer Team success by efficiently facilitating document processing, reviewing diagnosis reports, managing the accuracy of internal databases, delivering exceptional customer support, assisting parents navigating our training, and providing administrative support to the customer-facing teams.

Outcomes:

• Review and manage submitted insurance cards and diagnosis reports via internal tools
• Coordinate with parents and providers to ensure families have all documents and requirements prior to starting the training program.
• Process submitted documents, answer questions, and follow up with families via email, phone, SMS, or video conference in a timely manner.
• Follow up with parents regarding outstanding documents in a timely manner.
• Follow engagement processes to consistently reach out and assist trainees who may have lost progress within training.
• After completion of the training modules, follow up with trainees for competency assessment scheduling.
• Increase the rate of learners at the top of the training funnel gaining access to training modules.
• Increase the rate and reduce the time to schedule for Competency Assessments as well as increase Competency Assessment attendance and reduce no-shows/cancellations.
• Deliver prompt and professional support to clients via phone, email, chat, and SMS
• Accurately document and track customer interactions via CRM tools
• Maintain CSAT and response time expectations
• Manage accuracy and integrity of internal tools and databases
• Assist with appointment reminders and scheduling
• Provide assistance on team projects and administrative tasks, contributing to the achievement of project goals and overall team success.
• Update and analyze customer databases throughout the parent’s journey within the training program.
• Complete scorecards and metrics that align with the training team goals & meetings.
• Assist within the training platform to remove and add learners to training modules and classrooms.
• Work closely with HR and the training team to ensure trainees are added to the proper ‘training track’.

Competencies:

• Knowledge and experience with Google Suite, Microsoft Office, and CRM systems
• Excellent in navigating complex details 
• Excellent written and verbal communication skills
• Fluent in English with the ability to clearly enunciate information to navigate automated phone system menus.
• Understanding and respect for patient privacy and security
• Maintain documentation integrity and quality data hygiene 
• Reflect role based competencies and our culture based competencies

Requirements:

• Bachelor's Degree or equivalent work experience i.e. Human Services, Social Work, Public Health
• Reliable personal computer or laptop with minimum specifications
• Reliable internet connection
• Availability to work an 8 hour shift between 9 AM to 5 PM EST, CST, or PST

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!

 We look forward to working 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.