Confirmations Representative

The Confirmations Representative plays a key role in ensuring that clients who have purchased or booked with the Pompa Program successfully attend their scheduled consultations with our Health Advisors.
This position bridges the gap between sales and service — turning booked appointments into kept appointments through proactive communication, professionalism, and genuine care.

You’ll serve as the first warm human connection after a client purchases their Cellular Damage Test or schedules an advisor session. Your job is to make sure every client feels informed, confident, and excited to attend their appointment — while maintaining the highest standards of accuracy and communication inside our systems.

Primary Responsibilities

1. Appointment Confirmation & Communication

• Call, text, and email clients within 24 hours of booking to confirm consultation details (date, time, Zoom link, spouse inclusion, etc.).
• Verify that each client understands what to expect on their upcoming call and has completed all required intake steps (NTA, test registration, etc.).
• Handle basic scheduling changes, reschedules, and time zone clarifications with professionalism and empathy.
• Ensure spouse/support person attendance when applicable.

2. Client Readiness & Education

• Remind clients of what materials or results they need ready before their Health Advisor call.
• Provide a quick overview of what to expect during their consultation to reduce no-show rates and increase trust.
• Send personalized reminders 1–2 days before each appointment via phone and text using company-approved scripts.

3. System Documentation

• Accurately update HubSpot and other CRM systems with confirmation status, notes, and communication outcomes.
• Use Aloware dialer for all outbound calls, ensuring proper call dispositions are logged.
• Maintain organized tracking of show-up rates, confirmations completed, and reschedules in the department dashboard.

4. Collaboration & Reporting

• Work closely with the Admissions Outbound Team (AOR) and Health Advisors to ensure smooth handoff and follow-up.
• Attend team huddles to report on show-up performance, common client issues, and improvement opportunities.
• Support pilot tests and process improvements related to show-up optimization.

Performance Metrics

• Show-Up Rate: % of clients who attend their scheduled consultation.
• Speed to Confirm: Average time between booking and first confirmation contact.
• Follow-Up Completion Rate: % of clients successfully reminded 24 hours before their appointment.
• System Accuracy: CRM notes and call dispositions completed properly.

Qualifications

• Excellent verbal communication and listening skills.
• Prior experience in sales support, scheduling, customer service, or health program coordination is an asset.
• Strong attention to detail and comfort working with online systems like HubSpot, Google Workspace, and Aloware.
• Compassionate, upbeat, and professional phone presence.
• Self-motivated with strong time management and organization skills.