About the Role
Title: Part-time Accountability Coach
Location: United States
Job Description:
OUR MISSION
Calibrate is on a mission to change the way the world treats weight. We’re defining a new category in metabolic health that mirrors what the research shows-that weight reflects our biology, not our willpower. Our program was designed by world leaders in obesity and nutrition science to improve metabolic health and drive long-term weight loss that’s impactful, realistic, and sustainable.
Obesity is America’s underlying pandemic and largest category of chronic disease, and Calibrate is closing the gap in care for 175mm adults in a $600bn market where we spend millions of dollars each year and do not lose millions of pounds.
To bring Calibrate to everyone who needs it, we’re building the first value-based model in obesity treatment, aligning incentives for patients, providers, payors, and pharmaceutical companies. We’ve built a suite of products that combine medication with our proprietary intensive lifestyle intervention to deliver results that last.Calibrate launched in 2020 direct-to-consumer and has since expanded into enterprise channels to increase access to effective obesity treatment.
Calibrate’s programs bring decades of clinical research directly to consumers, immersing members in a biweekly 1:1 coaching program and curriculum that educates and encourages them to build enduring healthy habits across the four areas essential to lasting metabolic health: food, sleep, exercise, and emotional health. A purpose-built app enables daily tracking of food, energy levels, weight, and bi-weekly goals and helps members interact with their Coaching and Medical teams, while a members’ group and events calendar create additional opportunities to engage with the Calibrate community.
ABOUT THE ROLE
As a coach at Calibrate, you will be dedicated to fostering accountability, delivering real results, and ensuring an exceptional experience for our members.
We are seeking experienced coaches with strong interpersonal skills and a positive attitude to provide exceptional care to our valued members. As a coach at Calibrate, you will guide members in improving their relationships with food, sleep, exercise, and emotional health. You will support them in setting and achieving incremental goals as they progress through the Calibrate program, celebrating their successes, addressing challenges, and holding them accountable as they build sustainable, healthy habits. Additionally, you will be responsible for administrative tasks, resolving member inquiries, and ensuring an outstanding member experience, all while helping our members achieve their desired outcomes.
KEY RESPONSIBILITIES
- Implement core coaching competencies to inspire and support members throughout their lifestyle journey, strategically setting goals while leveraging the Calibrate Intensive Lifestyle Intervention Program.
- Engage, support, and retain members by establishing strong rapport, demonstrating empathy, and consistently going the extra mile to deliver compassionate, solution-focused service.
- Ensure that quality member experiences are consistently delivered across all channels (asynchronous messaging, phone, live chat) while adhering to local, state, and federal guidelines.
- Handle inbound member calls in a professional, timely, and caring manner, ensuring accurate and helpful responses.
- Assist Calibrate members with a variety of tasks, including responding to general program inquiries, verifying information, processing account updates, and efficiently navigating multiple systems to provide accurate and timely information.
- Proactively identify members’ needs by asking clarifying questions, researching issues, and providing solutions or alternatives within established workflows.
- Contribute to achieving Calibrate’s service level agreements through effective collaboration with team members, leaders, and other departments.
- Embody and demonstrate Calibrate’s values in every interaction with members.
- Personalize the Calibrate program for each member by setting relevant, achievable, and incremental goals that align with their unique needs.
- Actively listen to members, empowering them to discover their own motivation and solutions for sustainable habit change.
- Utilize key engagement metrics to effectively support members in achieving their goals.
- Apply company policies and procedures to resolve a variety of issues with precision and care.
- Provide accurate, complete, and valid information by using the right methods and tools, seeking support when necessary to align with member requests.
- Effectively escalate member concerns to coach leadership in a timely and appropriate manner and calmly de-escalate situations involving dissatisfied members, offering empathetic assistance and solutions.
- Maintain comprehensive documentation of all member interactions, next steps, and escalate issues to your manager as needed.
BACKGROUND AND EXPERIENCE
- 5+ years of professional work experience required
- A minimum of 2 years of coaching experience is required, or 1-year plus a coaching certification. NBHWC preferred.
- Customer service experience preferred.
- Internet speed of 50 mbps for upload and download speeds required (hotspot not permitted)
- Strong verbal and written communication skills. Patient, personable, and kind — in writing, in person, on the phone, and on video
- Strong interpersonal skills with the ability to build rapport quickly and communicate effectively with members and other team members of Calibrate.
- Ability to effectively work remotely having strong computer skills (Google Suite, Slack, Video Conferencing) and ability to work on a computer for extended periods of time
- Flexible, adaptable and self-motivated
- Experience working in a fast-paced environment, startup experience preferred.
- A self-starter with the ability to hold yourself accountable in a remote working environmen