高级患者激活专员
Senior Patient Activation Specialist
关于Guideway Care*
Guideway Care是患者激活公司™。我们不只是“接触”患者，而是激活他们。通过使用我们专有的动机患者引导（MPG）模型和人工智能驱动的技术，我们解决阻碍患者采取“下一步正确行动”的实际和心理障碍。™
职位概述：
我们正在寻找渴望加入医疗行业的积极人士。我们的高级医疗客服中心代理（又称高级患者激活专家）通常需要具备经验、技术能力和情商，以处理复杂的患者互动并支持客服团队。
主要职责：
- 处理复杂的患者互动，包括升级或优先级较高的案例。
- 通过反馈、指导和质量保证活动支持新员工。
- 监督预约安排、保险验证和患者随访。
- 与临床和行政团队合作，确保无缝的患者护理协调。
- 为提升客服中心的工作流程和绩效指标做出贡献。
- 在快节奏的环境中管理多个客户
- 其他必要的职责，以推动我们的价值观、实现我们的使命并遵守公司政策
- 该职位需要在预定工作时间内保持定期且可靠的出勤，因为稳定的出勤是履行岗位核心职责的关键
所需技能/能力：
- 高级沟通和客户服务技能，能够以同理心处理敏感的患者信息。
- 熟悉医学术语、医疗程序和HIPAA合规要求。
- 强大的多任务处理和解决问题的能力。高效地管理多个屏幕、系统和电话。
- 熟练使用客服系统和电子健康记录（EHR）系统（例如CxOne、Epic、Athena、ECW）。
- 团队领导或支持经验。协助处理升级问题，指导团队成员或监控通话质量。
- 分析和组织能力。维护患者记录，跟踪服务指标，并确保合规性。
- 熟练使用技术。打字、双显示器和音视频设备。
- 在压力下表现出同理心和耐心。
- 强烈的职业道德和保密意识。
- 适应不断变化的医疗技术和远程医疗标准。
- 积极的团队态度和领导力表现。
教育与经验：
- 专科或学士学位，
查看英文原文
About Guideway Care*
Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™
Job Summary:
We are seeking motivated individuals who are eager to join the healthcare industry. OurSenior Medical Contact Center Agent (aka Senior Patient Activation Specialist) typically needs a combination of experience, technical proficiency, and emotional intelligence to manage complex patient interactions and support a call center team.
Essential Functions:
- Handle complex patient interactions including escalations or high-priority cases.
- Support new staff through feedback, mentoring, and quality assurance activities.
- Oversee appointment scheduling, insurance verification, and patient follow-ups.
- Collaborate with clinical and administrative teams to ensure seamless patient care coordination.
- Contribute to improving workflows and performance metrics within the call center.
- Manage multiple clients in a fast-paced enviroment
- Any other duties necessary to drive our values, fulfill our mission, and abide by our company policies
- This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.
Required Skills/Abilities:
- Advanced communication and customer service skills, with the ability to handle sensitive patient information compassionately.
- Knowledge of medical terminology, healthcare procedures, and HIPAA compliance.
- Strong multitasking and problem-solving abilities. Managing multiple screens, systems, and calls efficiently.
- Proficiency with call center and EHR systems (e.g., CxOne, Epic, Athena, ECW ).
- Team leadership or support experience. Assisting with escalations, coaching team members, or monitoring call quality.
- Analytical and organizational skills. Maintaining patient records, tracking service metrics, and ensuring compliance.
- Proficiency with technology. Keyboarding, dual monitors, and audiovisual devices.
- Empathy and patience under pressure.
- Strong ethical judgment and confidentiality.
- Adaptability to evolving healthcare technologies and telemedicine standards.
- Positive team attitude and leadership presence.
Education & Experience:
- Associate’s or Bachelor’s degree in healthcare administration, communications, or a related field (or equivalent experience).
- 3–5 years of experience in a medical or healthcare call center, preferably with increasing responsibilities.
- Prior experience in patient scheduling, insurance coordination, and working with electronic health records (EHR) systems.
- Experience mentoring or training junior agents is often preferred.
- 1 or more years of remote work experience.
Travel Requirements: 0% Remote position
Work Authorization:
·
Guideway Care does not offer Immigration or work visa sponsorship
Total Rewards:
The target pay range for this role is $15 to $25 per hour. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.
In addition, team members enjoy …
Benefits package including:
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Flexible Spending Account (FSA),
- Company paid short- and long-term disability,
- Employee Assistance Program,
- Life Insurance,
- Accident insurance,
- and other voluntary benefit programs for employees and their eligible dependents.
- 401(k) retirement plan with a company match
Essential Duties and Responsibilities
- Able to work remotely at home in a private HIPAA compliant workspace
- Able to house company equipment needed to perform job
- Broadband Internet Access· Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
- Immigration or work visa sponsorship will not be provided
- Physical Demands:
- Ability to hear in normal range and wear a headset / earpiece
- Good visual acuity to read computer screens, scripts, forms etc.
- May sit 100% of the time when taking calls
- Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.
- Guideway Care requires all candidates to successfully complete prior to employment to ensure a secure and consistent candidate experience.
- Background check
- Drug screening
- Identity verification process, including third-party checks and real-time confirmation
- Verification of employment
We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.
* Guideway Care is the parent company of Sequence Health. This position is employed by Sequence Health.
Salary: $15 - $25 per hourOriginally posted on Himalayas