Patient Service Representative

Primary Duties and Responsibilities

The Patient Care and Experience Coordinator on the Compass team manages patient centric support and services facilitated through the Hoag Compass app. Services may include DNA testing, expanded lab panels, health data analysis, and personalized health and wellness plans. The Coordinator is responsible for assisting with patient care and care navigation, including appointment scheduling and insurance. Monitors patient engagement, navigates patient care, coordinates with specialists, and manages prescription refills. Communicates with patients via phone and in app messages and delivers an exceptional member experience through all interactions.

·      Answer inbound phone calls, perform insurance and ID verification, manage Compass app messages, schedule specialist visits, engage with patients through in app check ins and phone calls.

·      Use the app, telephone, and email to perform proactive patient reach outs regarding their care. 

·      Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions for concerns to retain members.

·      Assist clinical teams with administrative member-requests and overflow tasks as needed - medical record requests, insurance invoice requests, and clinical letters of medical necessity.

·      Schedule and conduct welcome calls with new members. Onboard them to Compass and schedule appointments.

·      Provide messaging & phone coverage, triage time-sensitive messages, escalating to management on-call.

·      Maintains a full comprehension of Compass clinical operations, tools, and workflows to maximize admin support for the practice.

·      Follows all clinical care guidelines and related healthcare laws

·      Supports the team with chart prep, scheduling, appointment follow up tasks, in app message requests, and Epic in-basket requests.

·      Meet and exceed performance metrics to achieve a seamless patient experience, including acquisition, retention, patient engagement, and high patient satisfaction scores.

·      Collaborates to resolve technical issues. Provides feedback and suggested improvements for the digital experience.

·      Is positive and professional providing exceptional customer service.

·      Assist practice-wide pilots and enhancement initiatives.

·      Performs other duties as assigned.