Patient Experience Representative

Patient Experience Representative - Job Description

Employment Type: Full-Time, Non-Exempt
Level: Associate
Location: Remote, MN
Compensation: Minimum $18.00/ hour, based on experience

Who we are:

At Herself Health, we're on a mission to help women get more life out of life, together. We are building a new model of primary care for women 65+ to solve long-standing problems: rushed appointments, long wait times, and care that's generalized rather than specialized towards women’s needs later in life such as post-menopausal care, bone density, weight management, and mental, social and emotional well-being.

Our patient-centric Primary Care clinics are dispersed across Minneapolis/St. Paul, MN. We are thrilled to serve the Twin Cities metro in our clinics located in Highland Park (St. Paul), Crystal, and South Minneapolis, Rosedale and Eagan. Our team of 100+ colleagues is on a mission to innovate the primary care landscape for women 65+. We’re seeking like-minded individuals who share in this passion to join us!

About you:

As we grow our early team, we are seeking strategic thought leaders who have a passion for building and innovating. We foster a culture of collaboration, excellence and the willingness to roll up our sleeves and learn as we grow. We have a customer first mindset, and we are looking for team members who share that. Our ideal candidates have strategic prowess and the ability to use data to build best practices and implement great ideas in collaboration with our team and our community.

Patient Experience Representative Role: Center of Excellence

We are seeking a Patient Experience Representative to join our team at Herself Health. The Patient Experience Representative will be responsible for ensuring an excellent patient experience, increasing patient satisfaction, increasing patient retention, and improving the efficiency and effectiveness of the healthcare organization. The Patient Experience Specialist will accomplish these goals by efficiently and effectively handling inbound/outbound call support in our Center of Excellence.

The Patient Experience Representative will play a key role in improving the overall patient experience by ensuring that patients feel heard, respected, and well-informed. They will address patient calls into the Center of Excellence, which includes scheduling appointments, assisting with insurance coverage, and helping patients navigate the Herself Health patient journey.

Shift Information:

This is a fully remote position and shifts are based on the hours of operation Monday - Friday 8:00 AM to 6:00 PM Central Timezone.

Location Information:

While candidates based in the state of Minnesota are strongly preferred, we will consider any candidate who is legally authorized to work in the United States.

Core Responsibilities:

• Answer inbound calls from current patients requesting information on their accounts or scheduling appointments.
• Handle SMS (text), chat, and email communication from patients
• Make outbound calls for appointment reminders, medication adherence, and no-next-appointment campaigns.
• Manage reviews and provide closed-loop service recovery.
• Adhere and enforce HIPPA regulatory compliance in all interactions.
• Follow up with current patients to confirm appointments.
• Researching and resolving patient concerns to achieve first contact resolution.
• Adhere to all Herself Health SOPs and Protocols.
• Maintain records including patient files and insurance information through Elation, our EMR.
• Meet or exceed all goals, KPIs, and metrics in the Center of Excellence.
• Update client contracts and payer information as needed in Elation.
• Communicate with patients, referral sources, and providers via Elation.
• Performs other duties as assigned.

Must-have experience: 

• 2+ years in a virtual administrative support role
• 2 years of call center experience.
• Ability to multi-task and work in a fast fast-paced environment.
• Proficiency in using computer software and technology.
• Excellent problem-solving and decision-making skills
• Experience with Microsoft Office and electronic filing systems
• Experience working with high discretion and confidential information.
• Intermediate experience with Microsoft 365 Suite.

We support Equal Employment Opportunities (EEO). We are committed to an inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender identity or expression, age, marital status, veteran status, disability status, parental status, political affiliation, or any other status protected by federal, state, or local laws.

All employees of Herself Health are expected to fully understand abide by the practice's compliance policies and procedures. Employees are provided training upon hire and annually and regularly notified of changes as needed. It is an expectation that all employees will report any suspected violations of any federal or state laws to their direct supervisor, Human Resources, or the Compliance Officer.