Patient Advocate

About Us:

Serenity AG is a private investment firm and healthcare accelerator.  Through partnerships with leading physicians, we enable the launch, scale-up and operation of concierge wellness centers that specialize in integrative care for both the mind and body. Our clinics specialize in treating treatment resistant depression, anxiety, PTSD, and other related medical and behavioral health issues. Everything we do is driven by our desire to offer the best in case and experience for our patients. Our top-tier providers are the best in their field. Our facilities are designed for unparalleled comfort in every aspect.

Job Description:

We are seeking a dynamic and experienced Patient Advocate to help deliver on our vision of redefining what it means to be a patient-centered practice.

• Be the trusted advisor for patients seeking the best care and healing experience possible. This is a specialty, low-volume healthcare practice that forms strong relationship bonds with our valued patient clientele that make regular visits to us for their care. The Patient Advocate is viewed as the partner, guide, and advisor to the patient.
• Be the navigator for new and existing patients through their journey from initial inquiry throughout their full plan of care. 
• Be a subject matter expert on the healthcare services provided by the practice.
• Be able to effectively explain what services our clinics provide and distinguish between patients who would be eligible for our services and those that are not.
• Manage the screening and intake process for new patients (includes scheduling, intake forms, and may involve payment processing).
• Approach patient intake conversations in an empathetic consultative manner. 
• Manage patient communication in a highly professional, polished, and compassionate manner which will include inbound/outbound patient calls, emails, and voicemails. 
• Assist the Patient Authorization Team in the verification of insurance eligibility and benefits, and obtaining prior authorizations. 
• Manage and create digital patient files using our suite of technology platforms. Coordinate patient care in alignment with the plan of care set by the provider. 
• Exhibit a continuous improvement and process oriented mindset. 
• Demonstrate a positive, can-do, caring, and empathic demeanor at all times. Be adaptable and willing to take on new challenges as the business grows.

Requirements

• Minimum of 2-4 years of experience in a medical office environment, more specifically in the mental health field.
• Prior experience navigating multiple schedules and utilizing scheduling software Highly proficient use of computer technologies such as Chromebooks, G-suite, Excel (advanced proficiency required), EMR/EHR Systems, etc. 
• Previous experience in a customer facing sales role is a plus, specifically experience in selling medical services and devices.
• Strong communication and counseling skills. Skilled at active listening.
• Strong organizational skills and ability to prioritize and multitask to meet deadlines.
• Exceptionally professional written and verbal communication skills including phone and email etiquette. 
• Knowledge of HIPAA policies and best practices. 
• Key characteristics: organized, intelligent, dependable, active listener, professional, passionate, detail oriented, team player. 
• Ability to work 9-6 pm Pacific Time (12 – 9 PM Eastern Time) and weekend on-call rotation (to monitor/respond to urgent patient messages)
• Bachelorʼs degree in Health Administration or a related field (preferred)
• Ability to potentially travel for training or meetings one or two times per year.
• Familiarity with insurance verifications, medical benefits, and billing processes (this is not a billing role but in-depth knowledge of this is important)

Benefits

Medical, Dental, and Vision Insurance

Paid holidays, vacation, and sick time

Flex Spending Account (FSA)

401K Retirement savings plan with 6% match

Employee Assistance Program

Short-term and Long-term Disability insurance

Life Insurance

Growth & development opportunities