Job Description

Job Title: Patient Care & Experience Coordinator

Location: Newport Beach, CA
Duration: 03 months+ (possibilities of extension)

Pay Range : $30 - $35/hr. on W2 (Negotiable)

Job Summary:

· The Patient Care and Experience Coordinator on the Compass team manages patient centric support and services facilitated through the Client Compass app.

· Services may include DNA testing, expanded lab panels, health data analysis, and personalized health and wellness plans.

· The coordinator is responsible for assisting with patient care and care navigation, including appointment scheduling and insurance.

· Monitors patient engagement, navigates patient care, coordinates with specialists, and manages prescription refills.

· Communicates with patients via phone and in app messages and delivers an exceptional member experience through all interactions.

Job Responsibilities:

· Answer inbound phone calls, perform insurance, and ID verification, manage Compass app messages, schedule specialist visits, engage with patients through in app check ins and phone calls.

· Use the app, telephone, and email to perform proactive patient reach outs regarding their care.

· Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions for concerns to retain members.

· Assist clinical teams with administrative member-requests and overflow tasks as needed - medical record requests, insurance invoice requests, and clinical letters of medical necessity.

· Schedule and conduct welcome calls with new members. Onboard them to Compass and schedule appointments.

· Provide messaging & phone coverage, triage time-sensitive messages, escalating to management on-call.

· Maintains a full comprehension of Compass clinical operations, tools, and workflows to maximize admin support for the practice.

· Follows all clinical care guidelines and related healthcare laws

· Supports the team with chart prep, scheduling, appointment follow up tasks, in app message requests, and Epic in-basket requests.

· Meet and exceed performance metrics to achieve a seamless patient experience, including acquisition, retention, patient engagement, and high patient satisfaction scores.

· Collaborates to resolve technical issues. Provides feedback and suggested improvements for the digital experience.

· Is positive and professional providing exceptional customer service.

· Assist practice-wide pilots and enhancement initiatives.

· Performs other duties as assigned.

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