PATIENT NAVIGATOR
2 weeks ago
Reports To: Senior Operations Manager
Non-Exempt
Hourly Rate: $18 an hour
Scene's 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication nonadherence problem. Our mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.
Responsibilities Include:
* Conduct outbound outreach via phone, SMS, and/or in-app channels to individuals eligible for Scene programs and services
* Ask appropriate questions and listen actively to identify specific questions or issues to provide appropriate responses and the type of assistance the customer needs.
* Provide health education, understand customer needs, and conduct seamless linkage from initial contact into Scene's program or connection to existing programs, services, and insurance benefits to address the patient's needs
* Reply and handle inquiries via telephone and other communication channels regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments and other related topics. Conduct outbound and/or return calls to customers as necessary.
* Answer and manage inbound inquiries from customers in a prompt, courteous manner while documenting relevant information in a clear and concise manner in computer systems.
* Analyze and own problems through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
* Communicate and partner with patients tactfully and empathetically to resolve issues, using clear language to translate healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
* Handle and process customer complaints/grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
* Read, comprehend, and verbalize processes and procedures of the organization and of health insurance coverage.
* Assist patients with app download and training, including supporting patients in resolving technical challenges when using the Spotlight mobile app
* Maintain patient documentation and scheduled follow-up calls as needed
* Serve as liaison between payer/provider/patient and ambassador for health promotion
* Conduct data entry, data quality check, and data reconciliation exercises to ensure consistent documentation
* All other duties as assigned
Requirements:
* 2-3 years of related experience, including experience working in a healthcare environment
* High school diploma or GED
* Excellent oral and written communication skills
* Strong interpersonal skills
* Proficiency with database systems and mobile applications
* Experience providing health education
* Action-oriented problem solver with a growth mindset who is willing to roll up their sleeves
Preferred Qualifications:
* Certification as a medical assistant, community health worker, health coach, or clinician
* Bachelor's degree
* Spanish language fluency
* Experience working in a call center
* Experience in a sales environment
* Experience using Salesforce
* Located in Nevada or the southwest region of the US
* Located in Louisiana or the southeast region of the US
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