JOB SUMMARY:

The Outbound Patient Care Navigator is responsible for the proactive outreach of Aylo Health patients through gaps in care initiatives and driving a best in class patient experience across the Care Coordination Center and the AYLO brand. An exceptional Outbound Patient Care Navigator must have customer care, soft skills, team work and possess leadership traits with the ability to work independently. They must possess a desire educate and help patients address gaps in care i.e. Mammo Screening, Physicals, Dexa etc. They must partner with the Care Coordination Supervisor, PCNs and offices to ensure positive outcomes for patient care. The ideal candidate must possess great communication skills and be able to empathize and communicate effectively. This is a remote role.

ESSENTIAL FUNCTIONS:

• Initiate outbound calls in a timely and friendly manner to schedule appointments appropriate to each patient journey
• Making > 120 – 150 calls on avg a day
• Build a great relationship and rapport with patients
• Evaluating problems and complaints of the patient and providing proper solutions
• Providing a "mom and pop" experience
• Informing and educating on appropriate journey(s) where applicable
• Researching needed information using available resources and escalating appropriately to supervisor
• Navigate the appropriate applications, process orders or case creation and relevant forms.
• Always aiming to secure an appointment with patient while operating within company guidelines
• Adhering to workflows and processes in place
• Documenting relevant notes from patient interactions
• Reporting on patient feedback
• Boosting patient loyalty by offering best in class experience over the phone
• Receiving feedback from supervisors/Management that contributes to growth

• De-escalating situations involving dissatisfied patients, offering patient assistance and support and escalate where necessary
• Scheduling and/or rescheduling appointments for patient office visits and journeys
• Transferring and directing calls to the appropriate personnel or department
• Providing patients with adequate and accurate information
• Assisting patients with questions regarding patient appointments or cancellation requests
• Meeting or exceeding quality and productivity standards as set by organization
• Participating in staff meetings and or huddles as directed by the Supervisor
• Abiding by and promoting HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Displaying a professional, outgoing, warm and helpful attitude when communicating with patients, co-workers, and providers
• Communicating clearly with patients and coworkers through the telephone, email, and in-person

QUALIFICATIONS REQUIRED:

• Great people skills and ability to communicate feedback (negative or positive)
• Outbound calling experience
• Good organizational skills,
• Excellent QA scores and post call survey scores
• A positive, results-oriented approach
• Excellent organizational and leadership skills traits
• Ability to work under pressure
• High school diploma

BENEFITS:

• Medical insurance with prescription drug coverage
• Dental insurance
• Vision insurance
• Company-paid child care
• Company-paid basic life insurance
• 401(k) with company match
• Dependent Care Flexible Spending Account
• Healthcare Flexible Spending Account
• Paid time off