Patient Experience Specialist, Part-Time – Job Description

Employment Type: Part-Time, non-exempt
Level: Associate
Location: Remote, USA
Compensation: Starting at $18/hour, based on experience

Who we are:

At Herself Health, we're on a mission to help women get more life out of life, together. We are building a new model of primary care for women 65+ to solve long-standing problems: rushed appointments, long wait times, and care that's generalized rather than specialized towards women’s needs later in life such as post-menopausal care, bone density, weight management, and mental, social and emotional well-being.

Our patient-centric Primary Care clinics are dispersed across Minneapolis/St. Paul, MN. We are thrilled to serve the Twin Cities metro and Eagan. Our team of 100+ colleagues is on a mission to innovate the primary care landscape for women 65+. We’re seeking like-minded individuals who share this passion to join us!

About you:

As we grow our early team, we are seeking strategic thought leaders who have a passion for building and innovating. We foster a culture of collaboration, excellence and the willingness to roll up our sleeves and learn as we grow. We have a customer first mindset, and we are looking for team members who share that. Our ideal candidates have strategic prowess and the ability to use data to build best practices and implement great ideas in collaboration with our team and our community.

About the Patient Experience Specialist Role:

We are seeking a part-time Patient Experience Specialist (PES) to join our team at Herself Health. Reporting to the Director of Patient Experience, the PES will be responsible for ensuring excellent patient experience, increasing patient satisfaction and retention, and improving the efficiency and effectiveness of the healthcare organization. The PES will accomplish these goals by handling inbound and outbound call support in our Center of Excellence.

Shift Information:

8:30 am-1:00 pm Central Time, Monday through Friday. The first 2 weeks of hire may require full-time hours.

Location Requirements:

We will consider candidates who are located and legally authorized to work in the United States.

Essential Functions:

• Take inbound patient calls in a fast-paced call center environment and provide exceptional patient support.

• Make outbound calls for appointment reminders, medication adherence, strategic initiatives, and no-next-appointment campaigns

• Handle SMS (text), chat, and email communication from patients

• Manage reviews and provide closed-loop service recovery

• Adhere to and enforce HIPAA regulatory compliance in all interactions

• Research and resolve patient concerns to achieve first contact resolution

• Maintain records, including patient files, contracts, payor information and insurance information through Elation, our EMR system

• Meet or exceed all goals, KPIs, and metrics in the Patient Experience Center of Excellence

• Perform other duties as assigned

Must-have Qualifications and Skills:

• Authorized to work in the United States

• 2+ years in a virtual healthcare administrative support role or call center experience

• Ability to multi-task and work in a fast-paced environment

• Experience with Microsoft Office and electronic filing systems

• Experience working with high discretion and confidential information

• Excellent problem-solving and decision-making skills

We support Equal Employment Opportunities (EEO). We are committed to an inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender identity or expression, age, marital status, veteran status, disability status, parental status, political affiliation, or any other status protected by federal, state, or local laws.

All employees of Herself Health are expected to fully understand and abide by the practice's compliance policies and procedures. Employees are provided with training upon hire and annually and are regularly notified of changes as needed. It is expected that all employees will report any suspected violations of any federal or state laws to their direct supervisor, Human Resources, or the Compliance Officer.