Care Advocate (Part-Time) - Customer Experience Team - Start date: April 8th, 2024 or April 15th, 2024

Tomorrow Health enables exceptional healthcare for patients and their families in the place they want to be most — home. At Tomorrow Heath, we build technology that rewires the way home-based care is ordered, delivered, and paid for. Tomorrow Health connects patients, providers, health plans, and home-based care suppliers, to ensure patients receive the correct and timely care they need to remain healthy at home.

We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. We hope you’ll join us if you’re passionate about improving healthcare delivery, leveraging technology to help people, and working in a collaborative, diverse environment.

THE TEAM

The Customer Experience team is responsible for handling inbound and outbound inquiries from patients, providers, suppliers, and other clients via phone, fax, and email, along with processing orders to ensure a smooth patient experience. 

THE ROLE

As a member of our Customer Experience Team, you will be working at the heart of what sets us apart. You will manage order intake, performing internal workflows to capture and process patient orders end-to-end, remotely engaging with patients and caregivers through incoming and outgoing communications via phone, email, and other communication platforms, and interfacing with our healthcare partners. You should embrace the flexibility of an early-stage startup. We’re looking for those who have the capability and desire to work in rapidly-changing environments with many moving pieces.

RESPONSIBILITIES

• Interact with our patients and providers via phone, email, and text. These interactions may include: 
• Order intake and prescription retrieval with providers
• Order confirmations with patients and providers
• Order status updates with suppliers and patients
• Policy and eligibility clarification with health insurance payors
• Utilize internal resources and tools to manage multiple types of outreach simultaneously and with different stakeholders, ensuring that all patient needs are being met in a timely manner 
• Process orders by reviewing faxes, documentation and prescriptions and processing orders in our internal order management system
• Proactively employ a sense of persistence and urgency to ensure patients are cared for and their orders are processed in a timely manner
• Communicate with all stakeholders tactfully and professionally

REQUIREMENTS

• Comfortable working in a part-time capacity, typically 20-27 hours per week. Must be available during daytime hours (8:00am-5:00pm Monday-Friday)
• 1 years of experience in a customer success or service role; healthcare experience or knowledge is a plus
• Deep interest in improving customer experience and the ability to see the connection between customer experience and overall business growth 
• An empathetic, collaborative person with experience working in fast-paced and high-growth environments 
• Bilingual English and Spanish (fluency in reading, writing, and speaking) is a plus 
• An excellent communicator with comfort and competency to speak with multiple clients a day; professional phone etiquette along with excellent verbal, written, and interpersonal skills
• Ability to multitask, manage time effectively, stay organized, and maintain attention to detail 
• Proficient computer skills including Google Suite, Salesforce or other CRM systems, ticketing systems like ZenDesk; Slack a plus
• This is a remote position, so you will be required to have the following:
  • Internet services with a minimum speed of 15 Mbps download and a minimum of 3 Mbps upload. You can test your internet speed at www.speedtest.net or by contacting your service provider
  • Access to a HIPPA compliant private workspace
• Available to start on April 8th, 2024 or April 15th, 2024

Salary range for this position: $15.00-$16.00 per hour. Our part-time teammates also qualify for additional wellness resources, including a monthly wellness reimbursement, access to a 401k retirement plan, and more!

Learn more about our core values and working with us on our careers page!