Who We Are
CHESS Health, based in Rochester, NY, is a rapidly-growing healthcare technology, software and services company focused on addressing the crisis of substance use disorder (SUD). CHESS is the developer of a smartphone app, Connections, used by individuals in treatment for and recovery from SUD. The platform consists of three products: ePrevention eIntervention, and eRecovery. These products include smartphone applications for patients, their families, and their care team, web-based referral management, digital cognitive behavioral therapy lessons, as well as an analytics and benchmarking engine. CHESS Health customers also include SUD treatment providers, state and local governments, and health plans.
The Position
CHESS is looking for a highly motivated, detail-oriented individual with passion for and commitment to producing the most optimized onboarding process to the Connections App with a keen focus on improving the user experience. This position will focus exclusively on electronically onboarding clients and patients to the Connections App, handling all activities which support getting into and utilizing our App, from the point at which the offering is first being communicated to the patient, to the point at which they post their first message.
Onboarding
Utilize an iterative approach to develop highly creative and effective methods to improve onboarding. The goal is to deliver improved onboarding rates as fast as possible, including increasing total sign-ups, conversions to active patients, and reducing the delta between number of patients signed up and those who onboarded
Perform a series of observations of the current state of our onboarding process, understand the patient journey to reveal friction points and areas where the onboarding flow can be easier, more informative, better communicate benefits, improve technical understanding of how the app/program works, and leave the patient feeling excited and inspired to begin their recovery journey with CHESS
Ensure consistent onboarding process occurs across all customers
Metrics
Use our Enterprise Analytics tool to understand onboarding trends, and track metrics daily
Create and publish onboarding Dashboard on a weekly, monthly, and quarterly basis
Identify new tools that may need to be developed to track client onboarding
Collaboration
Participate in customer calls to explain the benefits of the Connections App, identify what is working/what needs improvement, document and develop improvements, assist clients with onboarding, ensure best practices are adhered to and well understood
Collaborate with Engineering Team to develop features that support onboarding flow
Collaborate with the Engagement Team – utilize Peers when needed to improve client onboarding (e.g., patient outreach, promotion, education)
Be a team player in supporting colleagues, sharing best practices, and contributing ideas to make colleagues, CHESS Health, and its customers more successful
Training and Mentoring
Develop onboarding best practices and training resources (e.g., videos, written content)
Deliver training to Providers/Customers, and Customer Success Team
Work Schedule, Location, and Compensation
The schedule for this position is M-F 10am to 7pm EST, with flexibility required as needed
The position will work remotely from a dedicated home office with required travel onsite to support clients with onboarding in the Charlotte and Raleigh areas
The position pays $24.00/hr. if currently PRSS-certified or $20.00/hr. if not currently PRSS-certified
Your Value Proposition
Several years of lived experience with SUD addiction and recovery
Certification as a National or state-specific Certified Peer Recovery Specialist (CPRS)
Live a healthy lifestyle and able to discuss activities for individuals to engage in
Attended formal peer recovery specialist training
Experience required with care coordination, working on a multidisciplinary team, smartphone, web-based, and Microsoft Office applications
Excellent written and verbal communication, exhibiting an authentic voice
Empathy, with the ability to read something unpleasant from an individual and “be ok with it” or access supervision if triggering
Relationship-building; ability to find creative ways to engage individuals, easily make conversation with people (not scripted discussions), and ask open-ended questions
High energy with an outgoing personality, positive outlook on life, and ability to find success/positives in difficult situations
A person-centric/customer-centric approach to your work
Embrace flexibility to create positive change
Excellent organizational skills, and able to balance supporting multiple customers simultaneously
Experience with hospital-based peer work is a plus, but not required
Our Value Proposition
Competitive compensation and benefits, including a company-paid employee health plan option effective your first day of employment
Opportunities to provide new and innovative solutions to business challenges
Our teams ensure every customer interaction is exceptional; as such, you will be the driving force behind our high-level customer interaction
A collaborative work environment, where you will be surrounded by highly motivated and passionate people all working together toward the same goal
CHESS Health is an Equal Opportunity Employer and prohibits discrimination of any kind during the hiring process, including but not limited to discrimination based on race, color, sex, disability, protected Veteran status, nationality, religion, age, pregnancy, sexual orientation, gender identity, genetic information, or any other non-merit-based factor. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process and to perform essential job functions. Please contact us to request an accommodation.
