Investor/Employer Relations Representative

POSITION SUMMARY

Sterling Medical is seeking a highly professional, personable, and organized Investor and Employer Relations Representative to serve as a primary relationship contact between Sterling Medical and our investors, employer membership clients, prospective clients, and community partners.

This position is much more than traditional customer service. The representative will regularly visit investors and employer groups, listen to their concerns and requests, identify opportunities to improve their experience with Sterling, and make sure important information gets back to the appropriate members of Sterling administration.

The person in this position must be comfortable walking into an employer office, talking with executives, meeting with employees, participating in company events, assisting the sales team, and representing Sterling professionally in the community.

Every meaningful interaction, visit, concern, request, commitment, and follow up must be accurately documented in HubSpot.

PRIMARY RESPONSIBILITIES

INVESTOR RELATIONS

• Establish and maintain professional relationships with Sterling Medical investors.
• Conduct regular in person visits with investors.
• Ask investors about concerns, questions, recommendations, and their overall experience with Sterling.
• Identify issues that may require attention from administration or executive leadership.
• Communicate appropriate company updates and information approved by administration.
• Maintain confidentiality regarding company, investor, financial, personnel, and strategic information.
• Document every investor visit and significant interaction in HubSpot.
• Follow up on open questions and make sure investors receive appropriate responses.

EMPLOYER MEMBERSHIP RELATIONS

• Regularly visit companies participating in Sterling employer membership program.
• Develop relationships with company owners, executives, HR representatives, benefits administrators, managers, and other key contacts.
• Gather feedback regarding employee utilization, service concerns, membership questions, and opportunities for improvement.
• Identify employers that may benefit from additional Sterling services.
• Help employers understand how to effectively communicate and promote Sterling benefits to their employees.
• Assist with employee questions and direct unresolved issues to the appropriate Sterling department.
• Watch for early signs of employer dissatisfaction or potential cancellation and immediately communicate concerns to administration.
• Maintain regular contact with employer groups rather than waiting for a problem to occur.

MEMBERSHIP ROLL OUTS

For newly enrolled employer groups, the representative will help coordinate and execute a professional membership launch.

Responsibilities may include the following.

• Coordinating roll out meetings with employer leadership and HR.
• Attending employee benefit meetings.
• Explaining Sterling membership benefits and services.
• Helping employees understand how and when to use Sterling.
• Assisting with enrollment questions.
• Distributing membership information and educational materials.
• Coordinating with Sterling clinics and administration before the launch.
• Following up with the employer after implementation.
• Identifying problems during the first several weeks of membership and helping resolve them quickly.

The goal is simple. Every new employer should feel that Sterling is actively involved in making their membership successful.

EMPLOYER EVENTS AND COMMUNITY REPRESENTATION

• Attend employer health fairs, benefit fairs, open enrollment events, employee meetings, and other company events.
• Represent Sterling Medical professionally at community and business events.
• Assist with presentations, educational materials, promotional activities, and employee engagement.
• Develop relationships with community and business leaders.
• Help identify potential employer prospects and partnership opportunities.

SALES SUPPORT

• Participate in employer sales calls and meetings when requested.
• Assist the sales team with presentations and demonstrations.
• Provide practical feedback from existing employer clients to improve the sales process.
• Help prospective employers understand what implementation and ongoing support will look like after becoming a Sterling client.
• Assist with follow up after sales meetings.
• Support the transition from prospect to signed employer to membership roll out to ongoing relationship management.

HUBSPOT DOCUMENTATION

HubSpot will be the official record of investor and employer interactions.

The representative is expected to document the following information.

• Date and location of each visit.
• Individuals contacted.
• Purpose of the meeting.
• Discussion summary.
• Questions asked.
• Concerns identified.
• Complaints or service issues.
• Requests made.
• Opportunities identified.
• Commitments made by Sterling.
• Follow up required.
• Person or department responsible.
• Follow up deadline.
• Resolution or outcome.

Documentation should be completed promptly after each interaction.

If an interaction is not documented in HubSpot, administration should assume it did not happen.

REPORTING TO ADMINISTRATION

The representative will provide administration with regular reports identifying the following.

• Investor concerns.
• Employer concerns.
• Employee and member complaints.
• Unresolved issues.
• Requested services.
• Opportunities for additional services.
• Potential membership cancellations.
• Employers requiring executive attention.
• Sales opportunities.
• Membership roll out status.
• Follow up items.
• Trends appearing across multiple employers or investors.

Urgent or sensitive issues should be communicated immediately rather than waiting for a scheduled report.

TRAVEL REQUIREMENTS

This position requires regular travel to investor locations, employer locations, Sterling facilities, sales meetings, and events.

The representative must meet the following requirements.

• Have reliable transportation and a valid driver license.
• Be comfortable traveling regularly.
• Be willing to occasionally travel overnight when necessary.
• Manage a travel schedule efficiently.
• Coordinate multiple employer and investor visits when traveling to a particular area.

REQUIRED CHARACTERISTICS

The successful candidate must demonstrate the following characteristics.

• Extremely personable and approachable.
• Professional in appearance and communication.
• Comfortable speaking with executives and frontline employees.
• A strong listener.
• Organized and dependable.
• Confident without being pushy.
• Able to handle difficult conversations professionally.
• Discreet and trustworthy.
• Highly confidential.
• Comfortable working independently.
• Good at developing long term relationships.
• Detail oriented with strong follow through.
• Comfortable using CRM technology such as HubSpot.
• Able to recognize when an issue needs to be escalated.
• Positive and solutions oriented.

This individual will often hear complaints, concerns, rumors, frustrations, and sensitive business information. Good judgment and confidentiality are essential requirements of the position.

WHAT SUCCESS LOOKS LIKE

This position should become the eyes and ears of Sterling in the field.

A successful representative does not simply visit employers and investors. They develop relationships strong enough that people are comfortable telling Sterling what is working, what is not working, and what they need before a small concern becomes a large problem.

Success will be measured by the following.

• Investor and employer visits completed.
• Percentage of assigned accounts contacted regularly.
• HubSpot documentation completion.
• Follow up items completed on time.
• Employer satisfaction.
• Investor satisfaction.
• Membership retention.
• Successful employer roll outs.
• Employer event participation.
• Sales support activities.
• Issues identified and resolved.
• At risk accounts identified before cancellation.
• Opportunities generated for additional Sterling services.

CORE EXPECTATION

Build relationships. Listen carefully. Document everything. Follow through. Protect confidential information. Make sure Sterling administration knows what our investors and employer partners are actually thinking.