Care Guide

Porter Cares, Inc.•Pompano Beach, FL

6d•$21 - $23•Onsite

About The Position

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.).

Requirements

High School Diploma
Ability to keep all company-sensitive documents and systems secure

Nice To Haves

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
Strong time management and organizational skills to juggle meetings and various administrative requirements 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

Responsibilities

Scheduling practitioner visits for in-home or health assessment
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 between patients and appropriate clinical teams as needed
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 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