What are the responsibilities and job description for the Care Guide - Healthcare Coordinator (afternoon/evening shift) position at Porter Cares, Inc.?
Porter is growing and looking to expand our Care Guide Coordination Team!
Who We Are
Porter combines the power of analytics with the power of care. Porter is a leading healthcare IT and services platform for care and coverage coordination that optimizes outcomes and member experience. We deliver understanding, compassion, information, and peace of mind for your members. Driven by robust AI analytics, Porter's™ Care Guide team helps the member navigate the healthcare delivery system, secures the right support for each member's specific needs, and directs Porter's team of expert clinicians to perform comprehensive in-home assessments, complete with lab and diagnostic testing. By coordinating the complexities of each unique care journey, Porter helps close the gaps with the largest impact on quality measures, total cost of care, risk adjustment, and member experience.
Who You Are
The ideal member of Porter will be a change agent, altering the status quo of healthcare delivery. You and your fellow Porter team members will provide our members with an innovative and empathetic ecosystem of transparency. New team members will join feeling energetic and excited to revolutionize the healthcare continuum and contribute to the success of our mission-driven organization.
What You’ll Do
The Care Guide acts as a personal resource to Porter members (customers, patients, caregivers) to assist with a wide variety of healthcare-related needs and helps them to be successful in navigating through their healthcare journey. Ideal candidates will have the experience, drive, and compassion to seek out opportunities to proactively identify needs and resources to meet those needs, help members to understand the complexities of our healthcare system, ensure that members are fully utilizing their insurance plan benefits, and reduce costs (e.g., locate cost-effective solutions, identify the most appropriate site of care, help prevent avoidable admissions/readmissions, etc.).
Job responsibilities include, but are not limited to:
- Engage and assist members with all aspects of the Porter relationship, account, products, and Porter's Member Platform
- Proactively identify the needs of members and provide personalized service
- Act as a comprehensive resource for assisting members with a broad range of healthcare questions and needs
- Identify and document Social Determinants of Health (SDOH) and assist with identification of community resources
• Facilitate communications to bridge the gap between patients and appropriate clinical teams as needed • including scheduling PCP and specialty appointments and following up to ensure member follows through
- Help identify and facilitate education resources to assist members in their self-care
- Interpret and articulate Health Plan benefits and coverage, and ensure that members are fully utilizing their benefits
- Be readily available to assist members via omnichannel resources (phone, email, chat)
- Manage & update customer CRM (Salesforce Service Cloud)
- Document relevant details about all patient/Caregiver interactions.
- Boost member satisfaction and loyalty by providing a consistently excellent experience and striving to go above and beyond.
- Assist members with hospital discharges (when applicable):
- Coordinates and facilitates patient discharge planning in collaboration with other healthcare professionals.
- Collaborate with patients, caregiver(s), and healthcare team to facilitate a discharge process that enhances patient satisfaction and adherence to discharge orders and ensures efficiency of time and resources involved in each patient discharge.
- Review case notes from Hospital providers to identify Durable Medical Equipment (DME) needs, schedule requested appointments, and/or facilitate other needs required to ensure optimal outcomes for patients’ post-discharge.
- Act as concierge to identify and facilitate DME procurement and follow-up appointment needs for patients
Schedule: Tuesday - Saturday
Shift Options:
11a - 8p EST
1:00 - 10:00 EST
11:00 - 8:00 PST
What You'll Need
Qualifications That Are Preferred
- 2-3 years of experience working in direct contact with patients in a healthcare setting
- Demonstrated ability to interpret and apply health insurance benefits
- A strong sense of empathy, compassion, and friendliness (extroverted and people-oriented)
- Drive to go above and beyond to ensure that members/patients/caregivers feel genuinely supported and valued during challenging times
- Exceptional communication skills, both written and oral, with the ability to assist others (customers and coworkers alike) with sincerity, respect, and compassion
- Ability to pivot tasks and demonstrate strong time management skills to juggle various time driven responsibilities while keeping member needs at the forefront
- Must be an excellent listener, both to ensure that the member feels valued/respected and to identify any potential needs that the member may not be directly articulating
- Ability to work with team to cover on-call and holiday schedules as needed
Qualifications That Are Required
- High School Diploma
- A dedicated work area established that is separated from other living areas and background noise, and ensures professional work environment and patient information privacy
- Ability to keep all company-sensitive documents and systems secure
- A reliable, high-speed internet connection
Benefits of Working with Porter
Remote Work Environment
Paid Time Off
Laptop Supplied
Benefits - Medical Dental Vision Voluntary Life AD&D
A fun team and special culture
