Care Advocate needed in US (Remote)

As a member of our Customer Experience Team, you will be working at the heart of what sets us apart. You will manage patient interactions, perform internal workflows to capture and process patient requirements end-to-end, remotely engage with patients and caregivers through incoming and outgoing communications via phone, email, and other communication platforms, and interface with our healthcare partners. You should embrace the flexibility of an early-stage startup. We’re looking for those who have the capability and desire to work in rapidly changing environments with many moving pieces.

Responsibilities

• Interact with our patients and providers via phone, email, and text. These interactions may include:
  • Patient onboarding
  • Answering patient questions and issue resolution
  • Ongoing check-ins with our patients to ensure success at home
  • Checking in with Providers to ensure timely documentation retrieval
• Utilize internal resources and tools to manage multiple types of outreach simultaneously and with different stakeholders, ensuring that all patient needs are being met in a timely manner
• Manage multiple patient cases at once, ensuring that all patient needs are being met in a timely way
• Employ a sense of advocacy and urgency to ensure patients feel cared for and advocated for; our approach is to proactively guide a patient’s journey, rather than react to it.
• Communicate with all stakeholders tactfully and professionally

REQUIREMENTS

• Comfortable working in a part-time capacity. Must be available during office hours (2:00 pm-8:00 pm PST, Monday-Friday)
• 1+ years of experience in a customer success or service role, preferably in a startup environment; healthcare experience or knowledge is a plus
• Deep interest in improving customer experience and the ability to see the connection between customer experience and overall business growth
• An empathetic, collaborative person with experience working in fast-paced and high-growth environments
• An excellent communicator with comfort and competency to speak with multiple clients a day; professional phone etiquette along with excellent verbal, written, and interpersonal skills
• Ability to multitask, manage time effectively, stay organized, and maintain attention to detail
• Proficient computer skills including Google Suite, HubSpot or other CRM systems, cloud-based phone systems, Slack
• This is a remote position, so you will be required to have the following:
  • Internet services with a minimum speed of 15 Mbps download and a minimum of 3 Mbps upload. You can test your internet speed at www.speedtest.net or by contacting your service provider
  • Access to a HIPPA-compliant private workspace