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Healthcare Experience Advocate & Patient Journey Guide

SerenityAG

United States Full-time in Healthcare & Medical
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    • Job ID 2103895

    Job Description

    About Us:

    At Serenity AG, we are a private investment firm and healthcare accelerator committed to revolutionizing patient care. By collaborating with leading physicians, we establish, promote, and manage concierge wellness centers that focus on integrative care for both mental and physical health. Our clinics specialize in addressing treatment-resistant depression, anxiety, PTSD, and various other behavioral health challenges. Our mission is to provide exceptional care and an extraordinary experience for every patient. We pride ourselves on having top-tier providers and facilities designed with unmatched comfort in mind.

    Job Overview:

    We are on the lookout for a compassionate and proactive Patient Advocate who shares our vision of transforming the patient experience in mental health care.

    • This remote role involves engaging with current and prospective patients through phone and electronic communications. You will respond to inbound inquiries (via phone, text, email) and guide them through our array of services. Collaboration with our team is essential to ensure every patient receives outstanding support and care.
    • Act as a trusted advisor for those seeking the highest quality care and healing. Our unique, low-volume healthcare practice fosters strong, enduring relationships with patients who return regularly for their wellness journeys. As a Patient Advocate, you will be a guiding partner to our patients.
    • Navigate new and existing patients through their healthcare journey, from their initial inquiry to the completion of their care plan.
    • Become an expert in the healthcare services we offer, particularly our specialized Spravato treatments for individuals dealing with treatment-resistant depression.
    • Clearly explain our clinical services, identifying eligibility criteria for prospective patients.
    • Oversee the screening and intake process for new patients, which includes scheduling appointments, processing intake forms, and potentially handling payment processes.
    • Conduct intake conversations with empathy, compassion, and a consultative approach.
    • Maintain patient communication with professionalism, compassion, and polished interaction through phone calls, emails, and voicemails.
    • Assist the Patient Authorization Team with verifying insurance eligibility and benefits, as well as obtaining prior authorizations.
    • Manage and create digital patient records utilizing our advanced technology platforms, ensuring coordination of care in line with provider directives.
    • Embrace a mindset focused on continuous improvement and efficiency in processes.
    • Exhibit a positive, adaptable attitude, demonstrating empathy and care in every interaction as the business evolves.

    Qualifications:

    • 2-4 years of experience in a medical office setting, ideally within the mental health sector.
    • Experience in a customer-facing role where you educated patients and families about medical services such as Spravato.
    • Ability to navigate scheduling complexities and use scheduling software proficiently. Advanced skills in computer technologies including Chromebooks, G-suite, Excel, and EMR/EHR systems are essential.
    • A compassionate communicator who genuinely enjoys helping patients access the care they need.
    • Attention to detail is crucial; you will be expected to have precise conversations regarding our services and patient needs to facilitate efficient care management.
    • Strong organizational capabilities with the ability to prioritize and multitask effectively to meet deadlines.
    • Exceptional written and verbal communication skills, demonstrating professionalism in phone and email communications.
    • Familiarity with HIPAA regulations and best practices.
    • Key traits include organization, intelligence, reliability, active listening skills, professionalism, passion, attention to detail, and being a team player.
    • Able to work Monday to Friday, 8:00 AM to 5:00 PM Pacific Time (11:00 AM to 8:00 PM Eastern Time) with potential weekend on-call duties to handle urgent patient inquiries.
    • A bachelor’s degree in Health Administration or a related field is preferred, but relevant experience can substitute for formal education.
    • Willingness to travel for training or meetings once or twice a year may be required.
    • Understanding of insurance verification, medical benefits, and billing processes is beneficial, although this role is not primarily focused on billing.

    What We Offer:

    We provide a comprehensive benefits package that includes:

    • Medical, Dental, and Vision Insurance
    • Paid holidays, vacation, and sick leave
    • Flex Spending Account (FSA)
    • 401K retirement savings plan with a 6% match
    • Employee Assistance Program
    • Short-term and Long-term Disability insurance
    • Life Insurance
    • Opportunities for growth and professional development

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