Virtual Health and Wellness Coach

7 months ago

Durban, South Africa Nutun CX Full time

We are a people focused business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all of our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.
- **Job Purpose**:_

B2B Goal Specialists deliver on Client's mission by

1) providing personalized one-on-one health coaching interventions to help Customers achieve lasting behavior change

2) supporting B2B operations through providing process/product optimization feedback and contributing to a positive and collaborative team environment. Goal Specialists on the B2B/Life Sciences team have a direct impact on partner retention through driving consumer engagement and satisfaction.

B2B Goal Specialists leverage proven health coaching methodologies to provide personalized support for each to actualize change and see results. B2B GS’ specialize in rapport-building, personalization, and robust and tailored use of clinical skills. GS coaches primarily focus their days around the following tasks:

- Establishing and maintaining strong rapport with each consumers
- Keeping dash notes to capture relevant background, unique motivators, and significant life events/details for each client
- Demonstrating robust and balanced use of a wide range of clinical coaching skills (motivational interviewing, stages of change, acceptance, scope, reframing, goal-setting, solutions-focus, accountability)
- Referencing previous consumer insights and wins to spur momentum
- Supporting users in the offboarding phase of their program (dependant on partner/program specific details)
- Tailoring coaching strategies to the customer preferences and/or identified stage of change
- Provide tech support and troubleshooting as able
- Integrating a variety of app features into the coaching experience to encourage engagement
- Proactively provide resources (logging insights, curriculum, vetted resources, partnership specific referral guidance) and foundational health knowledge as appropriate
- Consistently meeting high-touch response time expectations
- Consistently adopting and implementing new changes to assigned coaching protocols
- Supporting and collaborating with teammates while also having the autonomy to work independently to manage a full caseload of customers.
- Actively participating in relevant protocol/skills-enhancing trainings
- **Responsibilities unique to the B2B/Life Sciences/Research coaching role include**:_
- Carry a caseload of 200-250 users (caseloads may vary and will be adjusted in support of evolving business needs)
- Have a working knowledge of all B2B and Life Sciences partnerships and coach Customers in accordance with the respective established protocols
- Ensure message response times do not exceed 20 hours, except over the weekend, and are at approximately 3-4 hours by EOD
- Willing to support special projects if the need arises with a focus on prioritizing customer and dash management over any additional project work
- Attend all B2B/Life Science specific trainings and team meetings
- Respond to action items communicated by Core Leaders in a timely manner

**Minimum Requirements**:
■ Either a Bachelor's Degree OR an Associate's Degree plus 2000 hours of related wellness experience

■ Minimum 6 month tenure, and must currently be in a FT coaching position

○ Preferred qualifications:
■ Health Coaching certification (NBHWC, ACE, etc)

■ Health Coaching (video, in-person, telephonic, or text based) experience

○ Working conditions

■ Ability to work 8 hours a day on a computer

■ Work hours should be distributed across a 5 day consecutive period (i.e. Monday - Friday) based on your employee status, unless otherwise determined upon hire

■ Note that this does not mean you are required to be online for that entire window, but rather that your working hours fall somewhere in that window.

○ Equipment Use

■ Daily computer use and proficiency required

■ Proficiency in Slack & GSuite
- **Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.**_

**All positions will be filled in accordance with our Groups Employment Equity plan

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