Patient Care & Experience Coordinator

Job Summary:

• The Patient Care and Experience Coordinator on the Compass team manage patient centric support and services facilitated through the clients Compass app.
• Services may include DNA testing, expanded lab panels, health data analysis, and personalized health and wellness plans.
• The Coordinator is responsible for assisting with patient care and care navigation, including appointment scheduling and insurance.
• Monitors patient engagement, navigates patient care, coordinates with specialists, and manages prescription refills.
• Communicates with patients via phone and in app messages and delivers an exceptional member experience through all interactions.

Job Responsibilities:

• Answer inbound phone calls, perform insurance and ID verification, manage Compass app messages, schedule specialist visits, engage with patients through in app check ins and phone calls.
• Use the app, telephone, and email to perform proactive patient reach outs regarding their care.
• Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions for concerns to retain members.
• Assist clinical teams with administrative member-requests and overflow tasks as needed - medical record requests, insurance invoice requests, and clinical letters of medical necessity.
• Schedule and conduct welcome calls with new members. Onboard them to Compass and schedule appointments.
• Provide messaging & phone coverage, triage time-sensitive messages, escalating to management on-call.
• Maintains a full comprehension of Compass clinical operations, tools, and workflows to maximize admin support for the practice.
• Follows all clinical care guidelines and related healthcare laws
• Supports the team with chart prep, scheduling, appointment follow up tasks, in app message requests, and Epic in-basket requests.
• Meet and exceed performance metrics to achieve a seamless patient experience, including acquisition, retention, patient engagement, and high patient satisfaction scores.
• Collaborates to resolve technical issues.
• Provides feedback and suggested improvements for the digital experience.
• Is positive and professional providing exceptional customer service.
• Assist practice-wide pilots and enhancement initiatives.
• Performs other duties as assigned.

Required:

• Three plus (3) years in health care, care coordination, patient experience, and/or member concierge.
• Five plus (5) years of patient care, customer service, or related experience in a fast-paced environment.
• Experience with digital healthcare programs and technology
• Proven experience at an innovative health care company, preferably a membership-based company where technology was used to facilitate care both virtually and in-person.
• Excellent verbal communication skills, with a clear and pleasant phone voice.
• Strong listening skills and the ability to empathize with customers' concerns.
• Exceptional problem-solving abilities, with a focus on finding creative and effective solutions.
• Attention to detail with a knack for organization and clarity
• Flexibility: things change often, and we need someone who can adapt quickly.
• Ability and proactive mindset to assist in sustainable administrative processes and identify areas for improvement in operational workflows.
• Demonstrates excellent communication skills and customer service abilities while providing effective administrative support for our Providers, Health Coaches, other team members, and Members.

Preferred:

• Experience using an electronic medical record system, working with clinical notes, and reading lab results is a plus, but not required.
• Knowledge and understanding of patients bene ts, insurance plan coverage and claim responsibility.

Required Education:

• High School diploma.
• Bachelor's degree or equivalent work experience in a healthcare environment.

Preferred Education:

Business Administration Degree (BA) in any business specialty.

Preferred Certifications & Licensure:

• Medical certification or advanced training.

Schedule Notes:

Supporting clients Compass 3 months; potential TTH Monday-Friday; 8am-5pm Fully Onsite.

Aside from details in JD - Team is looking for candidates with excellent customer services skills as this is a concierge type of position that is high touch offering personalized care to clients patients. Should be able to engage with patients and also be solution driven.

Required Skills: Patient Care, Customer Service, Problem-Solving, DNA, Data Analysis,

Additional Skills: Metrics, Scheduling, Self Motivated, Administrative Support, Retail Sales, Invoice, Epic, Excellent Communication Skills, Marketing Analysis, Customer Service Oriented, Operations, Admin Support,

Minimum Degree Required: Completed High School (Diploma or GED)