Onboarding Specialist / Customer Service Representative

AnsibleHealth unites physicians, nurses, respiratory therapists, and tech experts from Columbia, Johns Hopkins, Google, Amazon, and other top institutions to revolutionize care for chronic disease patients. We combine elite clinical expertise with cutting-edge technology to deliver personalized, efficient care at scale. Our team's groundbreaking research, published in leading journals like Nature and PLOS, demonstrates our commitment to innovation. Backed by Bessemer, First Round Capital, AlleyCorp, Breyer Capital, and Inflect Capital, we're a Series A startup partnering with leading healthcare systems nationwide. Our mission is to genuinely improve patient outcomes, not just optimize metrics.

We are looking for a top-tier Onboarding Specialist / CSR to become an integral part of our expanding team. This role is vital in delivering superior customer service, handling patient communications, and providing essential support to our clinical staff in their mission to offer exceptional care. The ideal candidate will demonstrate exemplary professionalism, excellent English language communication skills, and outstanding organizational abilities with meticulous attention to detail. This position offers an exciting opportunity to contribute significantly to our patient-centric approach in healthcare delivery.

Responsibilities

• Customize initial discussions based on patient needs, ensuring they understand how the program can address their specific health conditions, providing personalized benefits rather than general services.
• Manage inquiries through multiple communication channels (phone, email, etc.), including voicemail inbox management and message routing, providing prompt and accurate responses.
• Process and manage referrals, working towards efficient conversion within a 7-10 day timeframe while managing multiple referral loop processes for a large patient panel.
• Perform comprehensive data entry including clinical survey scores/results, diagnostic tests, remote physiologic monitoring (RPM), and remote therapeutic monitoring (RTM) data streams.
• Schedule and coordinate patient appointments while maintaining communication with patients regarding their care schedule.
• Manage and process inbound and outbound medical records, ensuring proper documentation and organization.
• Maintain accurate EMR records by updating care notes, face sheets, and ensuring the integrity of patient information.
• Attend clinical meetings, take detailed notes, and follow up on action items and project timelines.
• Collaborate with a multidisciplinary team of physicians, engineers, designers, and care team members to continuously improve patient care delivery.
• Resolve patient issues and complaints, identifying problems and finding appropriate solutions to ensure patient satisfaction while maintaining professional communication throughout the process.
• Achieve daily call quotas of 75-100 interactions.
• Adhere to established performance metrics to qualify for incentive plans tied to performance.

The ideal candidate for this role at Ansible Health is a dynamic professional who thrives in a fast-paced, ever-changing startup environment. They should also possess exceptional English communication skills, both written and verbal, coupled with meticulous attention to detail and strong organizational abilities. They should be adept at managing multiple priorities, from patient onboarding to referral management.

Required Qualifications and Competencies

• Bachelor's degree in a relevant field, such as healthcare, nursing, or a related clinical discipline.
• 2+ years of professional experience in a customer service or healthcare setting, demonstrating a deep understanding of patient care and care coordination.
• Solid grasp of the US healthcare system and its intricacies.
• Exceptional written and verbal English communication skills.
• Strong attention to detail, organizational skills, and ability to multitask in a fast-paced environment.
• Proficiency with CRM systems, EMR software, and standard office applications (e.g., Google Suite).
• Training or experience in clinical medicine, such as a nursing degree, nursing assistant, or clinical scribe.
• Typing speed of at least 60 words per minute.
• Reliable internet connection (at least 30 Mbps) and a quiet home environment for work.
• Ability to work in US time zones (EST).

Nice to have

• Experience in the healthcare industry or with medical terminology.
• Proven track record in sales.
• Familiarity with remote patient monitoring systems.
• Knowledge of HIPAA regulations and healthcare privacy practices.