Patient Operations Coordinator

Company: Heal
Location: San Jose
Posted on: February 22, 2021

Job Description:

Heal is transforming US healthcare with home-centric primary care focused on high quality, high touch doctor house calls that leverage technology to liberate and empower patients. Founded nearly six years ago and recognized as #13 on CNBC's list of most disruptive companies, Heal recently closed $100MM in funding from Humana. Having completed nearly 250,000 house calls proven to delight patients, improve outcomes and reduce costs, Heal is led by a world-class team of investors (e.g.Humana, Fidelity, Breyer Capital), Board Members (Former Qualcomm CEO Paul Jacobs, Humana President Susan Diamond) and management unified in the vision to change healthcare for patients of all ages all across America.-- JOB DESCRIPTION

• Manage the Heal doctors during your on-call shift, being the point person for all doctors, visits, routing, dispatch, and tech troubleshooting.
• Every morning, review visits for that day and plot a route for each doctor based on patient needs and doctors specialities.
• Work with the patient support team to make calls to patients for any visit-related questions, concerns, or changes.
• Follow up on lab/imaging and referral orders each day for patients.
• Ensure prescriptions are electronically prescribed into pharmacies and filled for patients.
• As a touch point with our patients, represent Heal and our values with an exceptionally compassionate and empathetic attitude. Deliver on Heal's commitment to its patients every time.
• Use a software ticket tracking system for triage, communication and resolution workflows.
• Suggest knowledge base items as and when undocumented issues arise.
• Follow the escalation protocol correctly to ensure tickets are routed to the right Tier 2 and Tier 3 channels.
• Train, onboard and mentor new team members as the team grows.-- REQUIREMENTS
  • Minimum 1-3 years experience in Customer Service, Logistics, Dispatch, or Project Coordination
  • Tech-savvy. Enthusiastic about learning new tools, workflows, and processes. Ramps up on new software quickly; learns in hours, becomes an expert in a few days. This role uses a variety of online tools including complex desktop web applications. We use software like G Suite, Zendesk and RingCentral.
  • You are eager to learn new systems and processes. The more complex, the more exciting to you.
  • You know how to balance doing some tasks manually alongside doing some tasks with online tools.
  • Effective multi-tasker and not fazed by a fast-paced environment.
  • You can think on your feet and can factor multiple data points to arrive at the best decision. Able to exercise independent judgment.
  • You aren't afraid to ask questions and are eager to expand your knowledge.
  • You like sharing knowledge with others and are eager to empower your teammates.
  • Excellent and accurate communication skills, including verbal, written and telephone manner.
  • You are self-assured and know how to put people at ease in stressful conditions.
  • You have a hands-on, proactive attitude and a flexible mindset.
  • Start-up experience ideal, especially in a consumer-driven or consumer-facing environment where you've been a touch-point for the customer.
  • You have a compassionate attitude towards people who need care.
  • You are ideally already well versed in the requirements of a HIPAA compliant company or eager to learn.
  • As Heal provides high quality care 365 days a week, you must be able to accommodate a flexible working schedule including mornings, nights, weekends, and occasional holidays.
  • All shifts will take place in the office. No remote or work from home options. ATTRIBUTES
    • Understand and embrace Heal's mission to deliver patient's access to care.
    • Resourceful problem solver and analytical thinker.
    • A process-driven builder who is thoughtful and able to create the playbook.
    • You want to be part of something bigger than yourself.
    • Compassionate with grit and determination. U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Heal are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
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Keywords: Heal, San Jose , Patient Operations Coordinator, Other , San Jose, California