Patient Support Specialist

4 weeks ago

Palo Alto, United States Hello Alpha Full time
Job DescriptionJob DescriptionHello Alpha seeks Patient Support Specialists who have a passion for patient advocacy and improving the way people access healthcare today. Under the supervision of a Team Lead, the Patient Support Specialist is responsible for multi-faceted, direct patient interactions ranging from prioritizing and addressing patient service inquiries, assisting with technical and billing support, triaging clinical inquiries, and assisting with other general patient requests. You will have the opportunity to assist with planning and implementing operational process improvements, workflow enhancements and quality improvement initiatives. PSS team members may also have opportunities to take on special projects and/or areas of expertise. This role further functions as a liaison with our provider team. You will be a member of our clinical care team responsible for navigating patients through a virtual care experience using your knowledge, experience, attention to detail, verbal and written communicative prowess, and passion for patient safety and service excellence.

Key areas of ownership that you will drive forward for the organization personally, and collaborating cross-functionally:
  • Adhere to all Alpha policies and standard operating procedures, security and privacy policies and applicable laws and regulations
  • Maintain good standing with Alpha’s security, patient safety and patient privacy training assigned
  • Actively participate in daily support operations tasks that include resolving order issues with insurance, our partner pharmacies, and other service providers; monitoring and following up on patient and provider messages and requests; and tracking/documenting resolutions within specified time intervals
  • Independently handle inquiries and complaints following processes and guidelines, adhering to legal and ethical requirements, and aligning with company policies and procedures
  • Engage in the continuous effort to improve the patient experience by sharing patient feedback, through Alpha’s defined process
  • Maintain patient demographic, billing, insurance, and other necessary intake information for patients seeking Alpha services via designated systems
  • Direct patients to appropriate personnel, and initiate operational triage for response by provider personnel when required
  • Provide patient-specific notations in designated systems to assist practitioners in providing tailored treatments
  • Assist patients with filling out patient history forms, uploading documents and images, consent forms and payment information
  • Process refunds for patients when deemed appropriate according to Alpha’s policies
  • Assist patients with technical bugs and report for Superuser escalation when necessary
  • Be able to navigate through various software applications 
  • Breakdown complex patient request which may include navigating multiple resources to accurately resolve the patient's request
  • Be able to assist patients via empathetic, personal, verbal and written communication focused on service excellence and the foundations of patient-centered interactions. 
  • Understand clinical terminology and healthcare system information. Be able to communicate these complex topics in clear, complete, and easy to understand messages. 
  • Responsible for meeting or exceeding quality and productivity expectations to ensure patient satisfaction
  • Adherence to documentation protocols and best practices for daily workflows, escalation of patient and provider concerns, and internal communications
  • Contribute to “one team, one dream” within your department and the organization through  positive, productive, and constructive engagement.
  • Thoroughly document task actions and resolutions, complete additional documentation as appropriate for accurate tracking and analysis
You should bring expertise in these areas and can help to uplevel the team in…
  • Previous experience in a healthcare setting. Telemedicine experience is a plus. 
  • Strong knowledge of medical terminology and healthcare systems. 
  • Strong written communication skills.
  • Strong critical thinking and problem-resolution skills.
  • Patient/customer service experience, with a patient-first mindset.
  • Bring one team, one dream mindset.
  • Training in de-escalation techniques is a plus.
  • Spanish language fluency is preferred. Spanish Medical Interpreter experience/certification, strongly preferred.

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