About the role:

We are seeking a compassionate and organized Customer Support Lead, Care Concierge (Lead, Care Concierge) Agent to join our team here in our NYC Office. This successful candidate will be responsible for serving as the lead representative of the Care Concierge. Our Care Concierge focuses on assisting patients and their families to navigate the healthcare system and access the resources they need. This includes registering patients, coordinating appointments, providing information about treatment options, providing customer support and supporting clinicians in providing high quality, efficient care. In addition to those responsibilities, the lead will be responsible for assisting with training existing Care Concierge on new processes and onboarding new Care Concierge. Lastly, they will serve as a liaison between the Practice manager and the Care Concierge.

What you'll be doing:

• Assist practice manager in training new care concierge and also in training existing care concierge on new processes/features
• Demonstrate Product Expertise
• Represent interests and concerns of all Care Concierge
• Serve as expert in all Care Concierge tasks which includes
• Act as a liaison between patients, clinical operations and healthcare providers
• Establish close relationships with and serve as primary point of contact for patients
• Build relationships with different types of people, including clients, organization members, and health care providers
• Coordinate appointments and schedule follow-up visits
• Conduct intake assessment, needs assessment, treatment planning, and reassessment services
• Provide information about treatment options and resources
• Communicate with Care Team members (Care Coordinators, primary care physicians and other health care providers) to facilitate client care
• Connect patients with support services, such as financial assistance programs
• Assist with insurance claims and appeals
• Register patients
• Keep detailed records of patient interactions and progress
• Initiate outreach and missed appointment procedures, as necessary
• Maintain strict confidentiality in accordance with HIPAA policies
• Other duties as assigned

What we're looking for:

• Commitment to the mission of care coordination
• Passionate, trustworthy, and empathetic when working with clients
• Strong communication and interpersonal skills and ability to speak concisely to clients and Care Team members
• Ability to work well under pressure and handle sensitive information with confidentiality
• Strong organizational and time management skills
• Flexible and adaptable in response to changing client and health care providers’ needs
• Experience working in healthcare or a related field is preferred
• Experience working in Epic or other EMRs is preferred
• Account management experience
• Technical troubleshooting skills.
• High school diploma or equivalent; associate's or bachelor's degree in healthcare or a related field is preferred
• This role is hourly, below compensation is the suggested annual gross pay.
• This role will be in office ( NYC or Central NJ)

Benefits & Perks: #LI-Hybrid

• Monthly social committees for company events
• 18 vacation days, 5 sick days, and 2 personal days
• 9 company holidays and 6 3-day weekends
• Stock options for every full-time employee
• Paid parental leave
• 401k benefit
• Commuter Benefits
• Competitive health, dental, and vision insurance options