Patient Support Specialist
3 weeks ago
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
- 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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