Job Details
** Care Concierge (QurHealth)**
**Job Category****:** Corporate **Requisition Number****:** CAREC001832 Showing 1 location **Job Details**
**Description**
**Job Summary**
QurHealth, a Ventech Solutions associated company, is dedicated to broadening access to and improving the speed and quality of care for our customers. By tapping into QurHealth knowledge and employing sharp communication skills, the Care Concierge will help elevate the experience of our customers, enabling greater insights into their personal health and facilitating rapid and holistic healthcare from qualified medical professionals.
The Care Concierge delivers on the companys purpose of facilitating seamless, rapid healthcare support to our customers. The Care Concierge will act as a single-point-of-contact coordinator to proactively engage and assist customers, patients and caregivers receive the healthcare services and products they need through QurHealths medical professional partners. The Care Concierge will also facilitate new customer enrollment in QurHealth services.
The Care Concierge will listen to customer, patient and caregiver needs and to create memorable service experiences. The role entails working with guidance and the expectation that colleagues will adhere to and adopt emerging best practices to satisfy customer needs and exceed expectations.
**Essential Functions:**
* Engages customers by proactively welcoming them to QurHealth and assisting them with enrollment.
* Builds relationships with customers, patients and caregivers by answering service (non-clinical) questions.
* Provides individualized customer service based on unique customer needs.
* Engages customers to identify opportunities to improve service and/or customer experience.
* Assists customers by helping them navigate healthcare services and products.
* Through personalized conversation, assists in determining the root cause for the customers visit to the QurHealth and appropriately assess their core service needs
* Helps customers navigate the QurHealth tool.
* Facilitates customers engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals.
* Assists customers with scheduling 1:1 healthcare consultations with QurHealth clinicians.
* Communicates with customers/patients while protecting their confidential health and medication information according to HIPAA and relevant state laws.
* Supports field leaders by providing feedback about customer interactions on a regular cadence; supports corrective measures aimed at increasing service utilization metrics and product sales.
* Ensures any clinical advice is provided only by providers.
* Reports to the QurHealth CEO on customer experience, volume of engagement, etc.
**Required Qualifications**
* Bachelors degree with a minimum of 7 years experience in concierge healthcare coordination and/or patient relations experience with either a healthcare provider or a health insurer or equivalent combination of education, experience and/or certifications.
* HIPAA compliance training and certification, with prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA.
* Experience with new member/customer onboarding and enrollment.
* Naturally passionate about proactively engaging with and caring for customers to understand their needs and explain QurHealths available products and services.
* Comfortable working in a dynamic role and open to continuous growth and evolution of responsibilities.
* Ability to receive and act on feedback; resilient, curious and seeks to learn.
* Strong computer, data entry, and typing skills; ability to work between multiple technology platforms; able to learn and utilize new technology as service evolves.
* Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
* Comfortable working with ambiguity.
* Strong organization skills and attention to detail.
* Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with customers, patients, and caregivers.
* Excellent communication (verbal, written and listening) skills.
* Self-starter and able to successfully work with minimal supervision.
* Great problem solver with ability to collaboratively engage with customers, patients, caregivers and other team members to create innovative solutions.
* Detail-oriented, analytical, and tech savvy.
* High emotional intelligence (EQ).
* High emphasis on patient privacy and confidentiality.
* Demonstrated ability to increase customer satisfaction.
* Reliable, self-motivated, and excited by fast-paced work.
* Positive and team oriented.
* Professional and presentable.
**Preferred Qualifications**
* Experience with a health care and/or technology start-up preferred
* CPhT, medical or customer service certification is a plus
* Bilingual English-Spanish language proficiency
* Prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA
**COVID-19 Vaccination**
In accordance with the Presidents Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, all prospective Ventech hires must be fully vaccinated against COVID-19 or be willing to get fully vaccinated against COVID-19 and furnish proof of vaccination, or be approved for a medical or religious exemption to this vaccination requirement, by date of hire to be considered for U.S.-based jobs.
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
**Preferred**
Cert HIPAA Sec Spec
Cert HIPAA Prof
Cert HIPAA Admin
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)