Program Advisor Job at Fountain Life
Program Advisor
Location: Centers – Dallas
About Fountain Life
At Fountain Life, our mission is to make 100-years old the new 60. We provide preventative WellCare and performance and longevity medicine so people can be the most fulfilling, vibrant, and healthful version of themselves at any age.
Fountain Life is a premium longevity platform, that blends data and cutting-edge science with spa-like service. We are comforters, educators and innovators.
Our world-class medical team includes scientists and age-management pioneers who tap into the most advanced biotechnology, sensors, AI and therapeutics to enhance performance, boost longevity and detect (and help pre-empt) diseases including cancer, cardiac, metabolic, neurodegenerative disease, and more before they can cause harm.
We are healthcare, reimagined.
What is the opportunity?
The Program Advisor will report to the Center Director and will align with the activities of the Program Advising team. They will be seen as a beacon of trust for Fountain Life members and are responsible for providing world-class service at every member touchpoint while implementing ever-evolving efficacies to maximize the overall Fountain Life experience.
Join our team of highly trained, innovative healthcare experts!
What’s in it for you?
Be on the leading edge of a proactive healthcare approach, involved in the conversation and leading the way to how our world sees and approaches healthcare. You will have access to the latest developments, understand the possibilities and shift the paradigm on how our world views health and true potential.
What will you do?
This position is an integral part of Fountain Life’s overall vision and continued growth. The Program Advisor will be tasked with delivering unique, personalized service in ways that inspire, reflect trust and credibility to members, and ensure membership success and loyalty.
Member Experience Management
o Guide the member and potential member down the path of a defined Customer Experience Journey and participate in the continuous improvement process.
o Manage the complete member digital experience touchpoints to support the booking process, The concierge in the loop to ensure confidence in our members experience. Ensure service is consistent from member to member by following Fountain Life’s Standard Operating Procedures, while infusing “surprise and delight” moments when possible.
o Drive confidence through digital, voice and video interactions positioning Fountain Life brand and services.
o Interact with members and prospective members to identify and coordinate services aimed at achieving the individual’s goals.
o Tour potential members and support the sales process
o Stay connected with members throughout the year to support strong brand confidence
o Manage front desk activities and front-of-house activities to maximize our member’s experience and educate potential members on Fountain Life
o Be the face of the organization in the front of the house, driving excitement for the mission of Fountain Life and converting walk-ins to members
o Ensure member care is reflective of Fountain Life’s luxury and exclusive positioning.
o Liasson with inside sales Program Advisor team supporting back and forth communications to drive efficiencies
o Create and manage personalized care plans for members, prospective members and inbound digital inquiry, and coordinate between health providers and members.
o Support Program Advisors and Business Development team on tours, conversations and events that are required at the regional location.
o Develop strong relationships with members and prospective members to ensure optimal experience and “lifelong” membership loyalty.
o Drive & support organizational customer journey objectives including, but not limited to:
§ Providing the 21st century, exclusive experience members expect from Fountain Life. This includes going beyond standard customer service, anticipating bottlenecks in the customer journey, and implementing improvements for all functional areas of Fountain Life (product development, operations, marketing medical officers, clinics).
§ Keeping members’ emotional journey at top-of-mind. Ensuring each customer feels safe, empowered and educated from start to finish. (Members should always leave with new information about their health.)
§ Making the entire member journey intuitive, understandable and actionable, positioning Fountain Life as a global network and the solution to customers’ health concerns.
Business Development
o Develop and grow membership opportunities through inbound lead qualification and outbound prospecting activities.
o Identifying and promoting longevity services and delivering education, to building relationships and onboarding.
o Documenting activity in Customer relationship management software for full visibility with internal and external team members.
What do you need to succeed?
To ensure success, our Program Advisor will be a positive role model who can express clearly on the telephone and in written communication who can inspire people to take control of their own health. The Program Advisor will be able to identify services and match the perfect combination of services with members and member prospects.
o I will always strive to surprise and delight our members
o I will over deliver and exceed members expectations
o I will always consider a member’s emotional journey, the goal is for every member to feel safe, empowered, and educated
o I will always be respectful of our member’s time and strive for a seamless experience
o I will strive to make the entire journey intuitive, educational, and understandable
o I will ensure that all results are simple to understand, data driven, and actionable
o I will continually look for ways to digitize, dematerialize, demonetize, and democratize
o I will remember that Fountain Life membership is exclusive and global. As such, our members will demand a 21st century experience
o I will ask for feedback and always strive to be better
o I will create memorable experiences
Must-Have’s:
Bachelor’s degree in business, social sciences, social work, nursing or a related field
Outstanding communication and organizational skills
Strong project management and collaboration skills; ability to manage deadlines, anticipate potential bottlenecks, and resolve issues independently.
Live a health and wellness-oriented lifestyle
Flexible schedule
Nice-to-Have’s:
Experience in customer service; guest, membership management
Knowledge of Healthcare Management Systems, Microsoft Office, and CRM (i.e., Salesforce)
Inclusion and Equal Opportunity Employment
Fountain Life provides equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
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