Patient Enrollment Coordinator , One Medical

Amazon•Arizona City, MA

1d•Onsite

About The Position

The Patient Enrollment Coordinator role is a dynamic role in helping new and existing One Medical Senior patients. In this role you will have an amazing opportunity to help One Medical meet its goal of transforming health care. To share our care with as many people as possible, we need to create a team of folks who are experts at building relationships, verifying insurance eligibility and scheduling patients in our primary care practices. You will be jumping in to tackle one of our most important priorities this year of enrollment, eligibility, engagement and retention. This job is for someone who is hungry to make a difference and not afraid to keep trying.

Requirements

2+ years of complex healthcare customer service experience
Experience with current technologies to help handle the workflow in an inbound call/email center, or experience managing large teams (about 120+ indirect reports and 4+ direct reports)
Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
Experience working in a fast-paced, team environment
Experience using Salesforce or other CRM tools
2+ years of customer service experience, or Bachelor's degree in Information Technology, Computer Science, Engineering or related fields
Work flexible schedule including weekends, nights, and holidays
Experience working in a fast-paced, rapidly changing operations environment
Dependability and adaptability
Possess passion, empathy and are mission driven: You want this job because you believe deeply in our mission to restore humanity to healthcare. You understand that we can only deliver on this mission if patients can experience the care One Medical offers.
Ability to attend and work in practice events a few times per quarter in the market you are located in if applicable.

Nice To Haves

Speak, write, and read fluently in Spanish

Responsibilities

Persuade prospective patients to enroll with One Medical Seniors
Persuade unengaged patients to establish care and schedule first appointment
Insurance verification and outreach to new and existing patients who are no longer assigned to One Medical Seniors to get them realigned with our office
Listening for indications of patient dissatisfaction, and completing the outlined service recovery steps in order to help One Medical retain the patient
Nurture leads with the One Medical Senior Brand through scheduled phone cadence
Contact and convert assigned leads
Schedule doctor's visits
Document patient activity in salesforce.com and our patient portal in a timely and accurate manner
Meet Scheduling/Enrollment, PCP Change, and phone targets and any performance metrics
Manage large amounts of inbound and/or outbound calls in a timely manner
Follow communication “scripts” when handling different topics
Identify potential patients' needs, clarify information, research every issue and provide solutions and/or alternatives.
Occasionally handle established patient requests/complaints
Occasionally collaborate with cross-functional teams to support during peak workflow periods