Heal is a tech start-up revolutionizing the $2.4 trillion healthcare industry by changing the way everyday Americans see doctors, with doctor house calls. Heal has proven that doctor-house calls can radically improve medical outcomes and save the healthcare industry billions of dollars. The company promises to transform medicine from a factory-like, transactional system into a highly personalized and effective solution wherein doctors can practice what they are passionate about and patients can receive high-quality care in the comfort of their home and workplace.
This is an exciting opportunity to join the founding team of Heal in Atlanta.
Apply your knowledge of the Atlanta map, traffic flows, culture, and neighborhoods.
As a touch point with our patients, represent Heal and our values with an exceptionally compassionate and empathetic attitude. Deliver on Heal’s commitment to its patients every time.
Make every communication and interaction between Heal and its patients a positive and professional experience.
Ensure that all inbound patient communications are handled in a timely, friendly and professional manner.
Use software ticket tracking system for triage, communication and resolution workflows.
Manage process for resolution of patient service tickets.
Use internal knowledge base to solve tickets.
Suggest knowledge base items as and when undocumented issues arise.
Identify systematic issues based on your experience working directly with patients.
Follow the escalation protocol correctly to ensure tickets are routed to the right Tier 2 and Tier 3 channels.
Answer inbound phone calls with professionalism and poise.
Initiate outbound phone calls with patients to confirm visit times or reschedule visits as needed.
Resolve issues effectively and efficiently while providing an incredible customer service experience to patients.
Train, onboard and mentor new team members as the team grows.
Hands-on, start-up scrappy mindset.
Must have in-depth knowledge of the Atlanta map, routes, traffic, culture, and neighborhoods.
1-3+ years work experience in Customer Service or Front Desk hospitality required.
Front office/ front desk MA experience.
Must be professional.
Must know how to use EMR.
Must know how to do electronic prescription/electronic referral.
Must allow for flexible scheduling.
Must know HIPAA.
Tech savvy. Comfortable with products, technology, and systems.
Understand and embrace Heal’s mission.
Entrepreneurial, scrappy, do-before-you-delegate.
Resourceful problem solver and analytical thinker.
A process-driven builder who is thoughtful and able to create the playbook.
You want to be part of something bigger than yourself.
Compassionate with grit and determination.
*Not a remote position: Must be located in the Atlanta area.