Job Responsibilities:
-Answer inbound phone calls, perform insurance and ID verification, manage Compass app messages, schedule specialist visits, engage with patients through in app check ins and phone calls.
-Use the app, telephone, and email to perform proactive patient reach outs regarding their care.
-Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions for concerns to retain members.
-Assist clinical teams with administrative member-requests and overflow tasks as needed - medical record requests, insurance invoice requests, and clinical letters of medical necessity.
-Schedule and conduct welcome calls with new members. Onboard them to Compass and schedule appointments.
-Provide messaging & phone coverage, triage time-sensitive messages, escalating to management on-call.
-Maintains a full comprehension of Compass clinical operations, tools, and workflows to maximize admin support for the practice.
Required:
-Three plus (3) + years in health care, care coordination, patient experience, and/or member concierge.
-Five plus (5) + years of patient care, customer service, or related experience in a fast-paced environment.
-Experience with digital healthcare programs and technology
-Proven experience at an innovative health care company, preferably a membership-based company where technology was used to facilitate care both virtually and in-person.
-Excellent verbal communication skills, with a clear and pleasant phone voice.
-Strong listening skills and the ability to empathize with customers' concerns.
-Exceptional problem-solving abilities, with a focus on finding creative and effective solutions.
-Attention to detail with a knack for organization and clarity
-Flexibility: things change often, and we need someone who can adapt quickly.
Required Education:
-High School diploma.
-Bachelor’s degree or equivalent work experience in a healthcare environment.
Preferred Education:
-Business Administration Degree (BA) in any business specialty.