Position: Heal Hub Program Coordinator

Location: Brooklyn, New York

Type: Full Time with Benefits

 

Who We Are:

Heal is revolutionizing the healthcare experience by putting patients first. We are changing lives all around the nation by providing our service 8AM-8PM, 365 days a year. We provide house calls, telemedicine and remote patient monitoring (RPM) in New York, California, Georgia, Washington, Virginia, and Washington DC.

In under four years, Heal has delivered over 150,000 house calls and has driven over $78 million in healthcare cost savings. We are proud to mention our very wide range of notable investors, including: Paul Jacobs, Jeb Bush, Breyer Capital, IRA Capital, Trans-Pacific Technology Fund, Lionel Richie, and more. Heal has over 100 major corporate clients and is covered as an in-network benefit with Aetna, Anthem Blue Cross, Blue Shield of California, CareFirst, Cigna, Health Net, Medicare, and United Healthcare. 

 

The Role:

We are looking for a detail-oriented, proactive and hard working individual with healthcare experience to coordinate the continued roll-out of the Heal Hub - our remote patient monitoring (RPM) program in which devices are provided to patients to monitor vital signs in their homes. This program has already been launched and the position will work closely with Heal’s Medical Director to increase scale and impact.

 

About You:

You are exceptionally:

  • Passionate about healthcare and improving the lives of patients through our innovative remote patient monitoring program.
  • Proactive and thrive on identifying solutions to challenges before they become problems. 
  • Reliable and willing to take on the responsibility of having our patients depend upon you to deliver excellence on a daily-basis. 
  • Organized and able to work with patients and providers to coordinate the growth of our remote patient monitoring program. 
  • Responsive and able to communicate effectively across patients, providers and other Heal functions in a timely manner.  

 

What we need:

  • Eagerness to take ownership and make an immediate, real impact on thousands of patient lives. 
  • Experience with remote patient monitoring and vital signs; liaising with patients and caregivers; and liaising with providers.
  • Very comfortable with technology and using web based tools to accomplish tasks.
  • Excellent verbal and written communication skills.
  • The Heal Hub (our remote patient monitoring device) program is in its infancy but growing fast; you must be comfortable working in an incredibly fast-paced environment, able to  improvise and think on your feet, and not be easily phased by a constantly evolving set of processes sometimes guided by trial and error.
  • Excited to apply learnings and help write the playbook on how we grow and manage the Heal Hub program from hundreds to thousands of patients.
  • Strong work ethic and commitment to ensuring that patients who Heal providers identify as requiring the Heal Hub have the device installed in their homes in a timely manner.
  • Process incoming installation requests from providers by personally working with the patient or caregiver directly, or collaborating with the scheduling team, to schedule installations in the patient’s home.
  • For each installation, ensure the Heal Hub devices are paired and tied to the patient’s account, and prepare the kit for the provider to pick up.
  • Ability to manage a complex schedule across dozens of providers to ensure the Heal Hub is consistently installed in hundreds of patient homes, 7 days a week, 365 days a year.
  • Monitor the schedule, check the system and follow up with providers to ensure the installations are carried out successfully.
  • Process uninstallation requests and schedule providers, or travel to the patient’s home yourself if necessary, to retrieve devices. 
  • Ability to train new providers on the Heal Hub program by working closely with our Medical Director and Training team. 
  • Coordinating with Patient Support teams to ensure they effectively field and respond to in-bound support enquiries relating to the Heal Hub from patients or caregivers.
  • Ability to go out on house calls regularly with providers and shadow the installation process to train patients on how to use the Heal Hub devices. 
  • Willingness to accompany providers or independently travel to patient homes to carry out installations when needed.
  • Proactively update and monitor inventory of devices, and submit purchase orders to replenish stock well in-advance to ensure there are always enough devices to fulfill our  installation schedule and targets. 
  • Act as the primary point of contact for providers in the field and provide trouble-shooting support in an extremely professional and responsive manner.
  • Relay technical issues to our technology team and track issues until they’re resolved successfully.
  • Provide reports about the rate of installations on a regular basis and work with our Medical Director to project growth. 
  • Continuously think about how to improve processes and propose ideas to make the Heal Huh program more efficient.
  • Independent thinker who doesn’t sit around waiting for instructions and instead identifies challenges and proposes solutions to our Medical Director proactively.
  • Awareness that we provide healthcare 365 days a year, and our provider and patient support teams work in shifts 7 days a week, and you will be called upon on weekends or holidays for assistance.
  • Ability to quickly learn our internal web-based online tools such as for scheduling installations, pairing devices, managing inventory, and communicating with providers.

Requirements:

  • Bachelor’s degree
  • Healthcare related certifications or prior training preferred
  • Experience in a HIPAA compliant environment preferred
  • Experience with Microsoft Excel or Google Sheets, Microsoft Word or Google Docs, Gmail,  and Google Drive

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