Care Concierge

About the role:

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.

Core Competencies:

Hospitality: ​​Care Concierge agents provide a warm and welcoming experience for both providers and patients, while being open and accommodating to new ideas and processes for continuous improvement. The ideal candidate will have a patient first mindset.

Accountability: Care Concierge agents take responsibility for the patient and provider experience, follow through on commitments and hold themselves to delivering high-quality results.The ideal candidate will be able to work independently to contribute to the team’s goals.

Enterprising: Care Concierge agents demonstrate resourcefulness, initiative and drive to tackle their work energetically and with curiosity.The ideal candidate has a “get it done” attitude.

Professionalism: Care Concierge creates a positive and productive work environment for themselves and others. They achieve this by communicating with clarity and conciseness, actively listening and responding timely to requests.The ideal candidate is responsible and takes their work seriously.

Collaboration and Feedback: Care Concierge agents work effectively with others towards shared goals, value different opinions and perspectives, are willing to assist others when needed and are flexible and willing to adjust to changing circumstances. The ideal candidate works with their team to support the overall patient experience of the clinic.

Key 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

Qualifications:

• 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).
• This role is hourly, below compensation is the suggested annual gross pay.
• In Office in NYC (Tuesday-Thursday)

Benefits & Perks:

• Monthly social committees for company events
• 18 vacation days, 5 sick days, and 2 personal days
• 9 company holidays and 6 3-day weekends
• Stock options for every full-time employee
• Paid parental leave
• 401k benefit
• Commuter Benefits
• Competitive health, dental, and vision insurance options