Patient Care Representative

Who we are:

Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We're looking for a full-time, remote Patient Concierge Representative to join our Patient Concierge Team. This is a 100% remote role supporting patients across the United States — you will work full-time, 40 hours per week, on a schedule within U.S. business hours ([Monday–Friday or Monday–Thursday]). Ideal candidates are passionate about helping patients with scheduling appointments, answering questions, and addressing any non-clinical concerns.

Compensation: $16/hour, non-exempt

Responsibilities:

• Take patient calls and help patients to, e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients' queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and/or troubleshooting the member/patient app
• Help patients find the right care and specialists within the practice network
• Review patient accounts, providing updates and information about billing and other account items
• Collaborate with other concierge services professionals to improve patient experience

Required skills and qualifications:

• University degree
• Strong communication, both written and verbal (candidates must be fluent in English and Spanish)
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy (experience with Salesforce Health Cloud is a plus)
• Phone skills, including familiarity with complex or multi-line phone systems
• Reliable home internet connection and a quiet, dedicated workspace suitable for taking patient calls

Benefits:

• Medical and Dental Insurance
• 401K