Patient Contact Specialist

Who you are: You are credentialed. (Certified/Registered Medical Assistant, LPN/LVN, RN/BSN) and enjoy working with the Medicare population. Familiarity with Chronic Care Management and/or Remote Patient Monitoring is a plus. You are efficient when working independently from the HIPAA compliant space in your home and provide compassionate, patient-centered care. Your customer service skills are second to none and you build rapport through meaningful, relevant patient interaction over the phone. You are conscientious and have excellent time management skills. You are committed to HealthXL’s values of integrity and excellence.

Overview: HealthXL provides Virtual Care Services under the guidelines of Medicare’s Chronic Care Management (CCM) and Remote Patient Monitoring (RPM) programs. Our clinicians serve patients on behalf of their providers across the United States. To be eligible for Patient Contact Specialist (PCS) role, a candidate must be a credentialed Medical Assistant, LPN, RN or other qualified healthcare professional. This role initiates monthly, telephonic patient contact to achieve consistent interactions. Successful performance in this role may lead to other clinical roles with HealthXL. This position can be either part-time (20 hrs/wk) or full-time (40 hrs/wk). We offer flexible schedules, competitive pay, generous benefits for full-time team members and paid training. We are committed to living our values of integrity, growth and excellence.

Responsibilities:

• Meet established outbound activity and patient contact goals

• Conducts patient interactions with clinical expertise in an empathetic manner

• Maintain HIPAA compliance in conducting patient care responsibilities, including computer access and use

• Follow established protocols to conduct multiple attempts to contact patients not reached during regular monthly service

• Document all patient contact attempts and successful interactions in iCare and otherwise as required

• Follow established scripts to guide patient conversations and accurately document interaction details

• Update iCare Sections and Service Summary as appropriate

• Escalate identified issues as necessary via internal ticketing system

• Maintain willingness to cross train and perform in other areas as needed Qualifications

• MA, LPN, RN, BSN, or other qualified healthcare credentials

• Ability to conduct a high volume of patient contact attempts within weekly/monthly timelines

• Empathetic listener and communicator

• Understanding of and applied use of medical terminology

• Quickly recognize and respond to condition-related warning signs

• Organized, thorough, and detailed documentation skills

• Demonstrated time management skills

• Applies exemplary phone etiquette on every call

• Committed to excellence in patient care and service

• Ability to navigate effectively in various computer programs