Patient Advocate & Experience Navigator

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

• This is a remote role focused on working with patients and prospective patients on the telephone and through electronic communications. It involves answering inbound patient inquiries (phone, text, email) and working with them to explain the services offered at the practice. It is a collaborative role that involves working closely with other members of our team to ensure each patient experiences an amazing level of support and care.
• 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 (we specialize in Spravato treatments for those suffering from treatment-resistant depression).
• 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 a compassionate, empathetic, and 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; preferrably in the mental health field.
• Previous experience in a customer facing sales role educating patients and families on medical services such as Spravato.
• 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. 
• Must be a compassionate, sensitive communicator that enjoys working with patients to get the care they need
• Details really matter in what we do. You must be able to have precise conversations about what we offer and what we need from the patient to enable our team to efficiently arrange for their care and healing
• 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 Monday through Friday, 8:00am-5:00pm Pacific Time (11:00am–8:00pm Eastern Time) and weekend on-call rotation (to monitor/respond to any urgent patient messages)
• Bachelorʼs degree in Health Administration or a related field is preferred but not required if you have the relevant experience
• 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