Remote Patient Advocate - Healthcare Customer Service

 

Overview:

OVERVIEW

The Patient Advocate is responsible for reviewing and preparing data and demographics on patients recently discharged from the hospital prior to an initial assessment call with a Nurse Coach. They will participate in the collection and documentation of all required data for end-to-end seamless care. This data generates reports and analysis to maintain the clinical program's goals. They will make non-clinical outreach to patients to ensure they are successfully recovering at home. The Patient Advocate is responsible for meeting and or exceeding weekly efficiency and quality metrics. Monitors and supports clinicians to ensure service levels and requirements are met.

Hiring for multiple positions!
Location – 100% Remote
Start Date – Monday, October 2nd

Training & Nesting Period – 3 Weeks of Training + 1 Week of Nesting
Training & Nesting Hours – Monday – Friday 8:30am – 5:30pm EST

Shifts After Training – Tuesday – Friday: 11:00am- 8:00pm EST with a Saturday 9:00am-6:00pm EST shift or
Monday - Thursday: 11:00am-8:00pm EST with a Sunday 9:00am-6:00pm EST shift.

Responsibilities:

RESPONSIBILITIES

In this role, you will:

• Collects and documents all required data on patients recently discharged from the hospital to prepare the Nurse Coach to outreach to them for an initial assessment.
• Responsible for servicing patients making incoming calls with questions and/or returning messages to be scheduled with Nurse Coaches.
• Understands that timely and accurate documentation is critical to the success of CareCentrix.
• Provides outreach to patients to check in on non-clinical issue resolution and escalation of issues to Nurse Coaches or management when appropriate.
• Participates in and contributes to performance and process improvement activities.
• Must be committed to high quality standards
• Responsible for speaking with physicians and coordinating in-home care for the patient
• Participates and provides feedback when implementing process changes and raises opportunities to leadership ensuring compliance to policies, legal requirements and regulatory mandates.
• Perform other duties as required or assigned.
• Based on business needs, evening and weekend coverage may be needed.

Qualifications:

QUALIFICATIONS

• High School Diploma or the equivalent plus a minimum of one year medical terminology or medical services experience required.
• Minimum of two years insurance, quality improvement or healthcare operations required.
• Demonstrated ability to gain/build instant rapport and comfortability with people over the phone.
• Demonstrated Negotiation skills
• Demonstrated Self-confidence
• Demonstrated Results-driven
• Must have knowledge of basic spreadsheet, word processing, and data entry skills.
• Must be proficient and comfortable in a computer based environment. Experience in a call center environment preferred.
• This position requires strong interpersonal and communication skills, customer and problem solving skills, as well as the ability to interact with all levels of management and a highly diverse clientele.
• Must have strong organizational skills and be able to effectively manage and prioritize tasks.
• Embraces the values of accountability, consistency, engagement, empowerment, respect and outstanding service.
• Abides by and demonstrates the company Mission – Vision – Values through both behavior and job performance on a day-to-day
• Convey a strong professional image, exhibit interest and positive attitude toward all assigned
• Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs /
• Reviews and adheres to all company policies, procedures, and the Employee

What we offer:

• Starting Pay for external hires is $18.00 / hr + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
• Profit Sharing, generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
• PayActiv - Access to Earned Income between paychecks
• Advancement opportunities, professional skills training, and tuition Reimbursement
• Great culture with a sense of community.

#IDCC

CareCentrix maintains a drug-free workplace. We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

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