Patient Experience Representative
About Us:
myLaurel is the leader in home-based acute care tailored to the needs of frail, elderly, and complex patients. Our innovative Recovery at Home, Rapid Advanced Care, and Acute Care at Home models provide unmatched utilization reduction and readmission prevention for high-risk populations. Utilizing an interdisciplinary team of telehealth physicians, in-home paramedics, and RN care managers, myLaurel ensures patients avoid the conventional acute care journey from ER to admission to post-acute care. The innovative care model creates dramatic cost savings, helps patients avoid hospital-acquired conditions, and radically improves the patient and caregiver experience.
Summary Description
Our Patient Experience representative team is responsible for promoting the benefit and scheduling of health visits with members of partnership referrals. The Patient Experience Reps contact health plan members and secure appointments for health visits. Additionally, this team will assist patients calling in for after-care assistance or standard questions about the company and the care we provide. As one of the front doors of our organization this position is key in creating the perfect patient experience.
This is an amazing opportunity for a team player looking to make a difference in the lives of patients and their families!
A Day in the life: In this role, you will be responsible for converting referrals into scheduled appointments for our patients. Your daily tasks will include resolving scheduling conflicts, monitoring consistent communication through chats and emails, and managing both inbound and outbound calls. Additionally, you will be tasked with entering live referrals efficiently and accurately. You are the driving force behind our daily mission of getting our patients treated.
Key Responsibilities:
- Answer and make each call with a smile on your face, and joy and compassion in your voice.
- Make outbound/receive inbound calls to partnership members to coordinate and schedule a health visit.
- Outbound reminder calls to patients for daily scheduled visits
- Through inbound/outbound calls, explain the benefits of the health visit, overcome objections, and assist with patient screening to verify that the patient needs to align with the services we provide.
- Accurately and concisely document customer feedback and special needs indicated during each call in myLaurel’s referral system.
- Identify and address the member’s issues and anticipates future needs by providing additional information, as needed.
- Assist with after-care requests related to medical equipment, medical documentation and pharmacy requests.
- Other duties may be assigned, based on the company's needs.
Requirements
- 6 - 12 months inbound/outbound call center experience
- 6 - 12 months of soft sales experience preferred
- High School Diploma, GED, or determination of equivalent communication competency.
- Bilingual Spanish speaking preferred
- Customer service experience in retail, hospitality, sales, or call center environment (preferred) Demonstrated ability to concept-sell the benefits of a service or program, overcoming objections to participation
- Experience in a metrics-driven, performance environment
- Excellent verbal and written communication skills, must be comfortable speaking by phone.
- Excellent data entry skills and ability to navigate multiple computer screens while conducting a customer call
- Proven time management, multi-tasking, prioritization, and follow-up skills in a rapidly changing environment
- Ability to work independently, while being a productive member of the team
- Ability to work in a fast-paced dynamic growth environment
- Prompt and regular attendance required
Special Considerations
- Reliable internet speed and broadband connection, 20 download ,and 5 upload. speedtest.net
- A secure/private area with a door in the home to work from
- The ability to work effectively in a work-at-home setting