Care Concierge

K Health•New York, NY

10d•$40,000 - $50,000•Hybrid

About The Position

We are seeking a patient-first minded Care Concierge Agent to join our Clinic Team. The successful candidate will take a white glove approach to handling the needs of patients within the Clinic. This includes coordinating appointments, providing information about treatment options, handling support questions, and managing provider schedules to ensure the clinic operates smoothly to deliver high quality medicine. Must be flexible including nights, weekends and some holidays.

Requirements

1+Years in Healthcare/Hospitality experience
Team player in a small, supportive environment.
Ability to work with phone, chat, sms and email communication.
Empathetic, trustworthy, and passionate about patient care.
Organized and flexible: handle changing needs with ease.
Tech-savvy: troubleshoot and explain to patients.
Experience with Epic, Salesforce, G-Suite, Jira, and Slack
High school diploma (associate's/bachelor's in healthcare preferred).
Must have flexibility to work within the following hours (11:00 a.m. and 11:00 p.m. EST) including 1 weekend shift per week.

Responsibilities

Patient Experience Management
Develops close relationships with and serves as primary point of contact for patients
Onboards patients and validate insurance and IDs within department SLA requirements
Schedule appointments, follow-up visits and support the patient in navigating care outside of the virtual clinic
Maintain detailed records of patient interactions and progress to ensure accurate information across all systems
Communicate effectively and proactively with patients, providers and co-workers to facilitate care
Ability to build relationships with different types of people, including clients, organization members, and health care providers
Initiate outreach and missed appointment procedures
Maintain strict confidentiality in accordance with HIPAA policies
Patient & Provider Product Support
Act as an expert on the Clinic App and related systems, processes and tools
Handle multi-channel patient communication based on the needs of the patient (phone, chat, SMS, email)
Monitor Provider schedule adherence and performance within department’s SLAs
Troubleshoot and document technical issues for patient resolution
Act as a liaison between patients, clinical operations and healthcare providers while taking ownership of the patient experience