Patient Experience Specialist - Job Description 

Employment Type: Full-Time, Exempt
Level:  Associate
Location: Remote, USA

Who We Are: 

Herself Health is an Advanced Primary Care practice for women 65+ enrolled in Medicare and Medicare Advantage plans. The concept was born out of a need to significantly improve the delivery and quality of primary care provided to this population and solve common challenges. with the delivery of healthcare today, such as long wait times, rushed appointments, and care that is generalized, rather than personalized. We have a focus on women’s issues later in life (Bone loss, weight fluctuation, changes in mental, social, and emotional health). The concept and development of this company has been led by a successful venture-backed team and board with a well-established record of building “best-in-class” companies. The Twin Cities Metro area of Minneapolis and St Paul, MN is the location for the company’s clinical launch. 

What We Do: 

At Herself Health, we believe in taking a bold approach to the care of women in their most self-defining years. From their mid-60s, as they age, women may finally have the luxury of time for self-care, self-reflection, and self-discovery. They often find a renewed purpose in life and can truly tap into the wellspring of wisdom and resilience they have built, allowing them to live their lives as fully as they aspire. We believe that trusted relationships are nurtured through. effective communication and a sense of enduring connection. 

We use a team approach to care. As a highly trained and experienced group of professionals, we delight in working closely with each other, our patients, their loved ones, families, and caregivers. We work hard to maximize overall wellness, preserve function, optimize health, and help each woman age with dignity and grace. Our team of experts aims to elevate our patients’ experience of healthcare by providing evidence-based, whole-person, coordinated, timely, cost-effective, and values-centric care. We espouse a joyful, respectful, non-discriminatory, and non-judgmental approach to every interaction, whether with our patients or among ourselves. 

Patient Experience Specialist Role: Center of Excellence 

We are seeking a Patient Experience Specialist to join our team at Herself Health. The Patient Experience Specialist will be responsible for ensuring an excellent patient experience, increasing patient satisfaction, increasing patient retention, and improving the efficiency and effectiveness of the healthcare organization. The Patient Experience Specialist will accomplish these goals by efficiently and effectively handling inbound/outbound call support in our Center of Excellence.  

The Patient Experience Specialist will play a key role in improving the overall patient experience by ensuring that patients feel heard, respected, and well-informed. They will address patient calls into the Center of Excellence, which includes scheduling appointments, assisting with insurance coverage, and helping patients navigate the Herself Health patient journey. 

This is a fully remote position and shifts are based on the hours of operation Monday- Friday 8:00 AM to 6:00 PM Central Timezone.

Core Responsibilities:  

  • Answer inbound calls from current patients requesting information on their accounts or scheduling appointments.  
  • Handle SMS (text), chat, and email communication from patients 
  • Make outbound calls for appointment reminders, medication adherence, and no-next-appointment campaigns. 
  • Manage reviews and provide closed-loop service recovery. 
  • Adhere and enforce HIPPA regulatory compliance in all interactions.  
  • Follow up with current patients to confirm appointments. 
  • Researching and resolving patient concerns to achieve first contact resolution. 
  • Adhere to all Herself Health SOPs and Protocols. 
  • Maintain records including patient files and insurance information through Elation, our EMR. 
  • Meet or exceed all goals, KPIs, and metrics in the Center of Excellence. 
  • Update client contracts and payer information as needed in Elation. 
  • Communicate with patients, referral sources, and providers via Elation. 
  • Performs other duties as assigned. 

Must-have experience:   

  • 2+ years in a virtual administrative support role 
  • 2 years of call center experience. 
  • Ability to multi-task and work in a fast fast-paced environment. 
  • Proficiency in using computer software and technology. 
  • Excellent problem-solving and decision-making skills 
  • Experience with Microsoft Office and electronic filing systems 
  • Experience working with high discretion and confidential information. 
  • Intermediate experience with Microsoft 365 Suite. 

 

We support Equal Employment Opportunities (EEO). We are committed to an inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender identity or expression, age, marital status, veteran status, disability status, parental status, political affiliation, or any other status protected by federal, state, or local laws. 

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