Patient Engagement Advocate

This is a fully remote position, open to applicants in New York.

📋 Description

• Actively listen to and respond to patient needs to transform inquiries into scheduled appointments, all while maintaining high levels of patient satisfaction.

• Interact with patients in a compassionate and understanding manner that prioritizes their needs.

• Exhibiting a nurturing demeanor is essential for providing reassurance and comfort, ensuring that patients' needs are treated with diligence.

• Utilize technology and knowledge base content modules to create an experience that feels personalized, from offering precise directions to sharing details about specific providers or clinics.

• Foster an inclusive "we" mentality, avoiding an "us vs them" mindset.

• Collaborate with marketing, operations, technical teams, and clinic staff to implement continuous improvements focused on enhancing the patient experience.

• Work alongside supervisors and colleagues to swiftly address issues and propose new methods to pursue best practices.

• Assist patients by offering alternatives at nearby clinics if immediate availability is lacking.

• Clearly inform and educate patients about their insurance and our financing/payment plan options.

• Set proper expectations with patients regarding their appointments and any other details that contribute to a positive experience.

• Adhere to protocols for capturing information and accurately categorize and disposition interactions, enabling precise data analysis and providing feedback to clinics or support services aimed at enhancing the patient journey and promoting growth.

• Meet Key Performance Indicators: efficient handling time, productivity in terms of calls managed, conversion rates, patient satisfaction scores, precise information capture, schedule adherence, etc.

• May engage in other channels such as outbound calls, email, chat, etc.

• Undertake additional duties as assigned.

⛳️ Requirements

• High School diploma/GED or equivalent; a college degree is preferred.

• At least 2-3 years of customer support experience and a minimum of 1 year in an inbound contact center role are required.

• A minimum of 1-2 years in a sales-focused position, with a preference for candidates with call center or telesales experience.

• Internet speeds of at least 10 Mbps upload and 150 Mbps download; latency under 50 ms; and packet loss below 2% are required.

• Preferred typing speed of 50-70 words per minute.

• Experience in roles where success is gauged by meeting Key Performance Indicators (KPIs).

• Demonstrated tenure in previous roles of at least 2-3 years.

• A dedicated, quiet home workspace (with a door) is necessary for distraction-free work.

• A reliable high-speed internet connection for remote work is essential.

• Excellent verbal and written communication skills, with the ability to effectively connect with patients.

• Strong verbal communication skills (clear enunciation, capability to influence/persuade/engage, embodying a passionate spirit of helping individuals receive the care they need).

• Attention to detail is crucial.

• Ability to thrive in a fast-paced environment.

• Must possess technical savvy, with proven experience working with multiple systems and applications.

🏝️ Benefits

• Opportunities for professional development.

• Flexible working arrangements.