Care Concierge
<p><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">We are looking for a Care Concierge who wants to work at the intersection of cutting-edge technology and some of the hardest problems in healthcare. You will be working as part of a clinical team to deliver holistic, comprehensive, and collaborative care to patients with chronic neurological conditions (e.g., migraine; sleep disorders). We are looking for someone who is empathetic, compassionate, mission-driven, collaborative, and results-oriented. You will have the opportunity to learn and practice evidence-based and cutting-edge coaching techniques in digital health to help patients make behavioral changes as they work to maximize symptom relief and get back to engaging in meaningful life activities. This role will report to Neura’s Director of Operations.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; color: rgb(63, 44, 38);"><strong>Responsibilities:</strong></span></p> <ul> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Provide seamless care coordination over messaging and phone to ensure a smooth patient experience</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Prepare patients for their medical visits by ensuring they have all necessary information and updates ready in their chart; assist patients with administrative needs, such as scheduling and membership adjustments</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Help patients navigate their insurance coverage for labs, prescriptions, and scans, including completing prior authorizations and supporting insurance billing operations</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Clearly and empathetically explain complex information to patients in a way that increases adherence to their treatment plans</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Resolve billing issues and payment collection</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Support ad-hoc reporting and special project requests</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Track common themes across patient feedback and support with developing solutions to address them at scale</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Take the initiative to contribute to clinical process improvement and standard operating procedures to support the delivery of the best customer and clinician experience</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Cross-collaborate with other departments to drive company initiatives, as well as support the constant improvement of clinical products and tools</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Maintain strict confidentiality for all patient and company information, consistent with established security and confidentiality policies and HIPAA regulations</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; color: rgb(63, 44, 38);"><strong>Requirements:</strong></span></p> <ul> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Must be available to manage inbound patient inquiries from our online messaging platform for 8 hours a day, 5 days per week with one of those days being Sunday</span> <ul> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Evening shift or West Coast preferred (hours ending at 8p EST or 5p PST)</span></li> </ul> </li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">A minimum of 2 years experience in healthcare, medical assistance, or clinical care</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Must have prior experience working with insurance, e.g. submitting prior authorizations and determining patient eligibility and copays</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Experience working closely with clinicians preferred</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Knowledge of clinical admin systems (EMR) and testing portals preferred</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Stellar communication skills</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">An empathetic customer-service approach</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Proactivity, autonomy, and an owner's mindset</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Organization and attention to detail</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Soft skills: listening, negotiating, decision-making, and leadership</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Culture fit: empathetic, mission-driven, collaborative, precise, transparent, compassionate, and results-oriented</span></li> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;">Preferred candidates will be based in the NYC metro and able to come into the office on Tuesdays & Thursdays to work in person</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; color: rgb(63, 44, 38);"><strong>Compensation: </strong></span></p> <ul> <li style="color: rgb(63, 44, 38); font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif; color: rgb(63, 44, 38);">The salary range for this role is between $55,000 and $60,000 annually plus <span style="text-decoration: underline;"><span style="color: rgb(35, 111, 161); text-decoration: underline;"><a style="color: rgb(35, 111, 161); text-decoration: underline;" href="https://www.notion.so/neurahealth/Benefits-Perks-at-Neura-Health-c1a0afce192b4b97bf4bbb3445db2103" target="_blank">benefits</a>.</span></span></span></li> </ul>
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