Patient Experience Representative

About Us:  

myLaurel is the leader in home-based acute care tailored to the needs of frail, elderly, and complex patients. Our innovative Recovery at Home, Rapid Advanced Care, and Acute Care at Home models provide unmatched utilization reduction and readmission prevention for high-risk populations. Utilizing an interdisciplinary team of telehealth physicians, in-home paramedics, and RN care managers, myLaurel ensures patients avoid the conventional acute care journey from ER to admission to post-acute care.  The innovative care model creates dramatic cost savings, helps patients avoid hospital-acquired conditions, and radically improves the patient and caregiver experience.  

 myLaurel Health has three clinical service programs: 

• Rapid Advanced Care: on-demand in-home acute care
• Acute Care at Home: hospital patients are discharged home, and advanced care is continued in the home while simultaneously providing transition care, reducing time in the hospital and significantly reducing readmissions 
• Recovery at Home: post-hospital discharge program 

Summary Description 

The Patient Experience Rep is responsible for promoting the benefit and scheduling of health visits with members of partnership referrals. The Patient Experience Rep contacts health plan members and secures appointments for health visits along with assisting patients calling in for after-care assistance or assisting with standard questions about the company or the care we provide. As one of the front doors of our organization this position is key in creating the perfect patient experience.

Key Responsibilities: 

• Answer and make each call with a smile on your face, and joy and compassion in your voice. 
• Make outbound/receive inbound calls to partnership members to coordinate and schedule a health visit.
• Outbound reminder calls to patients for daily scheduled visits 
• Through inbound/outbound calls, explain the benefits of the health visit, overcome objections and assist with patient screening to verify that the patient needs to align with the services we provide. 
• Accurately and concisely documents customer feedback and special needs indicated during each call in myLaurel’s referral system. 
• Identifies and addresses the member’s issues and anticipates future needs by providing additional information, as needed. 
• Assist with after-care requests related to Medical equipment, Medical documentation and Pharmacy requests. 
• Navigates in a Windows-based system to access the appropriate information to service the customer. 
• Other duties may be assigned, based on the company's needs.

Key Competencies 

• Experience working in or with healthcare or community-based organization 
• Strong passion for Customer Experience and belief in Laurel’s mission

Requirements 

• 6 - 12 months inbound/outbound call center experience 
• 6 - 12 months of soft sales experience preferred 
• High School Diploma, GED, or determination of equivalent communication competency.
• Bilingual Spanish speaking preferred 
• Customer service experience in retail, hospitality, sales, or call center environment (preferred) Demonstrated ability to concept-sell the benefits of a service or program, overcoming objections to participation 
• Experience in a metrics-driven, performance environment 
• Excellent verbal and written communication skills, must be comfortable speaking by phone. 
• Excellent data entry skills and ability to navigate multiple computer screens while conducting a customer call 
•  Proven time management, multi-tasking, prioritization, and follow-up skills in a rapidly changing environment 
• Ability to work independently, while being a productive member of the team 
• Ability to work in a fast-paced dynamic growth environment 
• Prompt and regular attendance required

Special Considerations 

• Reliable internet speed and broadband connection, 20 download ,and 5 upload. speedtest.net 
• A secure/private area with a door in the home to work from 
• The ability to work effectively in a work-at-home setting 

• Why this role interests you.
• Your experience with inbound and/or outbound calls, including types and any notable achievements.
• Average number of calls handled per day in previous roles.