Care Guide

Patient Connections

• Efficiently manage in-app patient communication, providing effective responses to inquiries and escalating complex issues to the appropriate Care team members.
• Initiate proactive outreach to members via chat to encourage their active participation in important health screenings and preventive care programs.
• Provide patients with clear instructions for follow-up care, medication usage, and health education materials as directed by clinicians.

Integrated Care Support

• Manage medication prior authorizations, submitting them for insurance approval to ensure seamless access to necessary prescriptions.
• Schedule patient appointments, coordinate follow-up care, and facilitate the collection of patient vitals, either through self-collection or by retrieving data from external records.
• Collect and prepare essential patient forms, ensuring they are ready for review and action by the Care team.
• Monitor and promptly notify the Care team of patient emergency and inpatient visits to facilitate timely outreach and follow-up.
• Perform additional clinical support tasks as required to ensure comprehensive patient care and team efficiency.

Administrative Care Services

• Efficiently review and file all incoming faxes, ensuring strict adherence to HIPAA guidelines and established clinical workflows.
• Proactively retrieve prior medical records and referral records essential for comprehensive patient care.
• Meet defined expectations and compliance for outreach volume, chat responsiveness, and follow-up accuracy, and perform other duties as assigned to support team needs.

Requirements

• At least 1 year of experience in a healthcare support, administrative, or customer service role, ideally in a fast-paced virtual care delivery environment or a direct patient care setting.
• Exceptional written and verbal communication skills.
• Proficiency and comfort with new technologies and digital systems.
• Strong organizational abilities and meticulous attention to detail.
• Ability to effectively manage multiple tasks and priorities.
• A proactive mindset for identifying and resolving issues.
• A deep commitment to patient satisfaction.
• High adaptability and the ability to thrive amidst frequent change in a dynamic work setting.
• A solid understanding of and unwavering commitment to HIPAA compliance and patient privacy.

Compensation

• The salary range for this position is $25 per hour to $28 per hour; as part of a total benefits package which includes health insurance, 401k and bonus.