Care Concierge

About the role

We are seeking a patient-first minded Care Concierge Agent to join our Clinic Team. The successful candidate will take a white glove approach to handling the needs of patients within the Clinic. This includes coordinating appointments, providing information about treatment options, handling support questions, and managing provider schedules to ensure the clinic operates smoothly to deliver high quality medicine. Must be flexible including nights, weekends and some holidays.

Core Competencies

• Hospitality: Care Concierge agents provide a warm and welcoming experience for both providers and patients, while being open and accommodating to new ideas and processes for continuous improvement.

• Accountability: Care Concierge agents take responsibility for the patient and provider experience, follow through on commitments and hold themselves to delivering high-quality results.

• Enterprising: Care Concierge agents demonstrate resourcefulness, initiative and drive to tackle their work energetically and with curiosity.

• Professionalism: Care Concierge creates a positive and productive work environment for themselves and others. They achieve this by communicating with clarity and conciseness, actively listening and responding timely to requests.

• Collaboration and Feedback: Care Concierge agents work effectively with others towards shared goals, value different opinions and perspectives, are willing to assist others when needed and are flexible and willing to adjust to changing circumstances.

What you will do

• Patient Experience Management:

  • Develops close relationships with and serves as primary point of contact for patients.
  • Onboards patients and validate insurance and IDs within department SLA requirements.
  • Schedule appointments, follow-up visits and support the patient in navigating care outside of the virtual clinic.
  • Maintain detailed records of patient interactions and progress to ensure accurate information across all systems.
  • Communicate effectively and proactively with patients, providers and co-workers to facilitate care.
  • Initiate outreach and missed appointment procedures.
  • Maintain strict confidentiality in accordance with HIPAA policies.

• Patient & Provider Product Support:

  • Act as an expert on the Clinic App and related systems, processes and tools.
  • Handle multi-channel patient communication based on the needs of the patient (phone, chat, SMS, email).
  • Monitor Provider schedule adherence and performance within department’s SLAs.
  • Troubleshoot and document technical issues for patient resolution.
  • Act as a liaison between patients, clinical operations and healthcare providers while taking ownership of the patient experience.

What we're looking for

• 1+ Years in Healthcare/Hospitality experience
• Team player in a small, supportive environment.
• Ability to work with phone, chat, sms and email communication.
• Empathetic, trustworthy, and passionate about patient care.
• Organized and flexible: handle changing needs with ease.
• Tech-savvy: troubleshoot and explain to patients.
• Experience with Epic, Salesforce, G-Suite, Jira, and Slack
• High school diploma (associate's/bachelor's in healthcare preferred).

Benefits & Perks

• Hybrid work schedule with weekly lunches and stocked fridges
• Monthly social committees for company events
• 18 vacation days, 9 company holidays, 5 sick days, and 2 personal days
• Stock options for every full-time employee
• Paid parental leave
• 401k benefit
• Commuter Benefits
• Competitive health, dental, and vision insurance options

Compensation

$40,000 USD - $50,000 USD

Who We Are

Behind every leading health system is K Health’s AI-powered virtual care engine. Esteemed health systems like Mayo Clinic, Cedars-Sinai, Mass General Brigham, Hackensack Meridian Health, and Hartford Healthcare partner with K Health to build and run modern primary virtual care clinics on their behalf. Our deeply integrated model modernizes the primary care loop by using AI to put humans first. For our patients, we offer clinical AI (i.e., PatientGPT) and unparalleled access to close care gaps around the clock. For our Providers, we deliver provider-serving agentic solutions (i.e., Perfect Note) to eliminate administrative overload and burnout. And for the health systems, we deploy our top-grade Virtualists in AI-powered virtual clinics 24/7 to capture the patients' care journeys at step one, retain the journey through the system for longitudinal care, and strengthen profitability.