Patient Support Associate

We’re looking for a detail-oriented, empathetic person to be the primary point of contact for seriously ill patients and their caregivers. You’ll provide both technical and compassionate support as they navigate through difficult conversations. You will work with a team made up of other Patient Support Associates and Patient Advocates to provide comprehensive support for patients. In addition to front-line support, you’ll be responsible for maintaining accurate process metrics, and improving communication process efficiencies.

Responsibilities

• Responsible for all of Koda Health’s inbound and outbound patient support, creating authentic and memorable human connections over the phone, by email, and through texts
• Maintain strong empathy for seniors / seriously ill patients as they make difficult decisions about their healthcare journey
• Track and support patients throughout the Koda Health communication lifecycle, from referral to completion and ongoing support
• Maintain and improve efficiency of the entire patient communication process
• Develop, maintain, and improve on customer relationship management (CRM) tools and processes for patient communication
• Notice even the small details and continually brainstorm solutions to improve our processes and each patient's experience
• Schedule appointments for Koda’s patient advocates (LCSW/RNs) who will provide longitudinal clinical support for patients
• Work with a team to ensure patients are supported through the planning process

A sample of your first 30/60/90 days at Koda:

• In the first 30 days — gain a deep understanding of the product and patient support processes
• In the first 60 days — begin independent management of patient support relationships
• In the first 90 days — completely own your client’s patient relationships and collaborate with the patient support team to further increase engagement

Requirements

Qualifications

• Bachelor’s degree in a related field
• 1+ year experience in healthcare (directly patient facing)
• Strong verbal communication skills, with a highly empathetic and supportive demeanor
• Ability to explain technical concepts in detail to users unfamiliar with technology
• Strong attention to detail
• Proactively seek solutions and look for opportunities to improve processes
• Proven track record of thriving in a fast-paced environment where critical thinking and proactive teamwork are essential for success
• Team player eager to expand their skill sets and grow within the company
• Comfortable with ambiguity - Koda Health is a startup so things might change quickly. Being comfortable with change is a must
• Work location: Remote, USA

Bonus Points

• Experience with senior populations
• Experience with advance care planning
• Digital health and/or startup experience
• Clinical Experience (e.g. Medical Assistant)
• Experience with CRMs (e.g. Freshworks, Hubspot, Salesforce)
• Bilingual (English/Spanish)
• Ability to work Eastern or Central Time Zone hours

Benefits

We’re working on problems which have a real impact on people’s lives. When we succeed, patients, families and clinicians are best prepared to have difficult conversations and make decisions that are aligned with the patient’s goals.

Diversity, Equity, and Inclusion are important to us. Every team member must abide by our shared code of conduct. We believe this approach will help us attract and grow a diverse bunch of talented people that are supportive, empathetic, and results-oriented.

We’re constantly improving our systems and processes, and you’ll be expected to join in to shape this as we journey together.

We believe everyone has life and value outside of work. That’s why you’ll find us working smarter not longer and pushing each other to find balance.

We also provide great benefits to our team:

• Salary range for this position: $40,000-$50,000, plus biweekly bonuses based on success
• Unlimited PTO, ensuring you take vacations as you need
• 70% covered medical/100% covered dental and vision
• 401k option
• A collaborative, supportive work culture with opportunities for growth and development
• Reimbursements for professional growth