Who We Are

Porter combines the power of analytics with the power of care. Porter is a leading healthcare IT and services platform for care and coverage coordination that optimizes outcomes and member experience. We deliver understanding, compassion, information, and peace of mind for your members. Driven by robust AI analytics, Porter’s Care Guide team helps the member navigate the healthcare delivery system, secures the right support for each member’s specific needs, and directs Porter’s team of expert clinicians to perform comprehensive in-home assessments, complete with lab and diagnostic testing. By coordinating the complexities of each unique care journey, Porter helps close the gaps with the largest impact on quality measures, total cost of care, risk adjustment, and member experience. 

Who You Are

The ideal member of Porter will be a change agent, altering the status quo of healthcare delivery. You and your fellow Porter team members will provide an innovative and empathetic ecosystem of transparency to our members. New team members will join feeling energetic and excited to revolutionize the healthcare continuum and contribute to the success of our mission-driven organization. 

What You'll Do

The Care Guide acts as a personal resource to Porter members (customers, patients, caregivers) to assist with a wide variety of healthcare-related needs and helps them to be successful in navigating through their healthcare journey. Ideal candidates will have the experience, drive, and compassion to seek out opportunities to proactively identify needs and resources to meet those needs, help members to understand the complexities of our healthcare system, ensure that members are fully utilizing their insurance plan benefits, and reduce costs (e.g., locate cost-effective solutions, identify the most appropriate site of care, help prevent avoidable admissions/readmissions, etc.).

Responsibilities: 

- Schedule practitioner visits for in-home or health assessments

- Assist members with Porter relationship, account, products, and Member Platform

- Proactively address member needs with personalized service

- Serve as a comprehensive resource for healthcare inquiries

- Identify Social Determinants of Health (SDOH) and community resources

- Facilitate communication between patients and clinical teams

- Provide education resources for self-care

- Interpret health plan benefits and ensure full utilization

- Offer omnichannel support for members

- Manage customer CRM and document patient interactions

- Enhance member satisfaction and loyalty

- Aid with hospital discharge planning and DME needs

What You'll Need

Qualifications: 

- 2-3 years of experience working in direct contact with patients in a healthcare setting

- Demonstrated ability to interpret and apply health insurance benefits

- A strong sense of empathy, compassion, and friendliness (extroverted and people-oriented)

- Drive to go above and beyond to ensure that members/patients/caregivers feel genuinely supported and valued during challenging times

- Exceptional communication skills, both written and oral, with the ability to assist others (customers and coworkers alike) with sincerity, respect, and compassion

- Strong time management and organizational skills to juggle meetings and various administrative requirements while keeping member needs at the forefront

- Must be an excellent listener, both to ensure that the member feels valued/respected and to identify any potential needs that the member may not be directly articulating

- Ability to work with the team to cover on-call and holiday schedules as needed

Required:

- High School Diploma

- A dedicated work area established that is separated from other living areas and background noise, and ensures a professional work environment and patient information privacy

- Ability to keep all company-sensitive documents and systems secure

- A reliable, high-speed internet connection

What We Offer

- Medical, dental, and vision benefits within 30 days of hire

- Fully Remote Role

- Paid vacation and holidays

- A fun team and special culture

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