Complex Care Outreach Coordinator

About the role

This is a fully remote role and candidate must be willing to work 8:30 AM -5pm MST.

Responsibilities and Impact

• Conducting outreach via telephone and SMS to educate and inform members of available clinical programs or important screenings relevant to them (i.e. eye exams or cancer screenings) and to ensure patients remain connected to care throughout their time in the program, working in close coordination with the care team to coordinate care delivery for the right patients, in the right way, at the right time
• Scheduling initial appointments, thoughtfully adjusting calendars to meet urgent care needs on a regular basis and also responsible to reschedule the visits for other roles on your team.
• Providing inbound call support/call routing for patients with clinical or administrative questions
• Communicating frequently with the care team members and leadership, including routine involvement in daily care team coordination huddles, patient rounds, etc.
• Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions
• Documenting accurate information about member needs in our system
• Supporting the team with daily tasks, including administrative work
• Piloting new processes and workflows
• Working hand-in-hand with other Devoted teams to address member needs

Requirements

• Bilingual Spanish speakers and experience engaging across various cultures
• Minimum of 3 years of healthcare experience in customer/patient-serving role, such as a Care Coordinator
• Willingness to work M-F 8:30am-5pm Pacific Standard Time (PST)

Qualifications

• Desired skills & experience:
• 1-2 years of call center experience is a plus!
• Health insurance experience (Medicare Advantage a plus)
• Healthcare experience (scheduling, benefits, care coordination, medical terminology, and HIPPA regulations a plus)
• Availability to work variable shifts to support the needs of our members across multiple time zones
• Proficient computer skills and ability to learn new systems Google Suite Proficiency a big plus - including Google Drive, Google Docs, Google Sheets, Google Slides
• Great communication, problem solving, analytical and documentation skills
• Effective time management and organization skills
• Demonstrate evidence of ability to empathize with patients, relatives and colleagues with dignity and respect

Skills

• Bilingual Spanish speakers and experience engaging across various cultures

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program

Pay

The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Total Rewards

Our total rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program