Care Concierge Agent

2 weeks ago

New York, New York, United States K Health Full time
About the Role

We are seeking a highly skilled and compassionate Care Concierge Agent to join our Clinic Team at K Health. As a key member of our team, you will be responsible for providing exceptional patient experience management, coordinating appointments, and ensuring seamless communication between patients, providers, and clinical operations.

Key Responsibilities
  • Develop and maintain close relationships with patients, serving as their primary point of contact
  • Onboard patients, validate insurance and IDs, and schedule appointments within department SLA requirements
  • Support patients in navigating care outside of the virtual clinic, maintaining detailed records of patient interactions and progress
  • Communicate effectively and proactively with patients, providers, and co-workers to facilitate care
  • Build relationships with different types of people, including clients, organization members, and healthcare 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
  • 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 of experience in healthcare or hospitality
  • 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)
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
Hourly Compensation

$45,000-$55,000 USD

We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.

We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws.

We're deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work.

We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.

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