Patient Onboarding Specialist

About the role

The Patient Onboarding Specialist plays a crucial role at AndHealth, serving as the 'Front Door' to our company. They orchestrate patient scheduling, interpret and process referrals, and serve as the first point of contact for patients, partners, and other stakeholders. The role requires strong communication, relationship-building skills, and the ability to navigate complex medical needs with empathy and precision.

Responsibilities

• Orchestrate patient scheduling across all service lines, balancing urgency, clinical priorities, and patient needs.
• Own the referral process end-to-end, interpreting and processing partner referrals, scheduling patients appropriately, and documenting outcomes in both partner EHRs and internal systems.
• Serve as the first problem-solver for incoming calls, diagnosing the need, resolving directly when possible, or rapidly connecting to the right team member for action.
• Proactively handle complex pre-visit steps, including insurance verification, consent forms, record retrieval, questionnaires, and identifying and addressing hidden barriers like transportation or social drivers.
• Deliver a "Wow" experience in every interaction by combining empathy, resourcefulness, and tech-savvy to make patients feel supported and partners feel confident in our approach.
• Timely communicate with patients and care teams, returning calls quickly, documenting outcomes accurately, and keeping everyone informed throughout the process.
• Collaborate with the team to refine playbooks, design workflows, and provide feedback that improves systems and tools as the department scales.
• Protect patient trust by upholding HIPAA and data privacy standards while maintaining meticulous and timely documentation.
• Strive for excellence by consistently meeting service benchmarks around responsiveness, conversation rates, readiness for visit, and documentation quality, and finding smarter ways to achieve them.

Requirements

• Bachelor’s degree preferred but not required.
• Background in healthcare.
• Strong communication skills.
• Excellent relationship building skills.

Qualifications

• Education: Bachelor’s degree preferred but not required.
• Experience: Background in healthcare.
• Skills: Strong communication skills, excellent relationship building skills.

Benefits

Full-time employees are eligible to participate in our benefits package, which includes Medical, Dental, Vision Insurance, Paid time off, Short- and Long-Term Disability, and more.

Supervisory Responsibilities

None

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, stand, talk, visualize, or hear. The noise level in the work environment is usually quiet.