Patient Care Coordinator (High-Volume Outbound Calls)

ABOUT US

At Sprinter Health, we're focused on dramatically expanding access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale. Sprinter Health is building the clinical and technological infrastructure to realize a future of healthcare untethered.  We have a rapidly growing team of visionary leaders who are passionate about increasing access to care, lowering healthcare costs, and improving outcomes for patients. We’re backed by prominent VCs, advised by a medical board of industry leaders, and led by former executives, physicians, and engineers from Google, Facebook, LabCorp, and Disney.

We're building the technology and clinical services platform to make preventive, connected healthcare accessible for everyone in the US. We deliver hybrid care (in-home + virtual) backed by data products across 15+ states, serving 60%+ of the US population through major health plans and systems. With 1M+ patients and a 92+ NPS, we're rapidly scaling our impact.

ABOUT THE ROLE

Because we are quickly expanding our operations as we build new partnerships across the healthcare spectrum, we are looking for an experienced, customer-centric Patient Care Coordinator to join our Care Coordination team. 

As a Patient Care Coordinator, you will be the main point of contact ensuring efficient and effective processes before and after a patient’s in-home visit.  We are looking for someone detail-oriented and process-driven to facilitate a seamless visit experience for our patients and our mobile phlebotomists (known as Sprinters).

• Make a high volume of outbound calls every day to validate the fax numbers of providers such as primary care physicians (PCPs) and pediatricians.
• Update our provider directory with current fax numbers (as needed)
• Review and validate inbound faxes from providers through Zendesk.
• Utilize outside resources such as Google, a professional public registry, etc. to identify an alternate way to contact a PCP, if the fax number can’t be verified.
• Review each new patient ticket in Zendesk and confirm that their provider’s name and fax number are correct.
• Update the new patient’s provider information if it is incorrect.
• Add the provider information to the directory if it’s not already in there.
• Make sure the provider’s name in the directory is correctly linked to the appropriate profile.
• Review the patient schedule to ensure all next-day appointments have the necessary registration information and documentation. 
• Work closely with our health system and health plan counterparts to obtain any missing appointment information, provide appointment updates, and identify areas for workflow improvement. 
• As different patient situations arise, escalate questions and concerns to the clinical manager in the region or to a supervisor for appropriate resolution. 

• Ability to work from 9 am to 5:30 pm Monday through Friday
• At least 1 year of experience working in a clinical healthcare environment as a Healthcare Administrator, Patient Care Coordinator, Patient Care Navigator, or closely related position
• Knowledge of HIPAA and other common medical terminology
• Experience talking on the phone and over email with with other doctors’ offices, hospitals, labs, and clinics
•  Experience making a high volume of outbound calls
•  Experience using electronic health record (EHR) systems and other healthcare software
• Excellent organizational skills and attention to detail to ensure accuracy in appointment documentation and record-keeping
• Strong communication and interpersonal skills, with the ability to effectively liaise between clinical and administrative teams
• Ability to adapt to changing priorities and work effectively in a fast-paced environment
• Commitment to maintaining patient confidentiality and delivering high-quality, patient-centered care

• Experience with Zendesk

• Are flexible, humble, and have a sense of humor
• Excel at last minute problem solving and out of the box thinking
• Are highly organized and process-oriented
• Communicate effectively when speaking and writing
• Know how to prioritize tasks and escalate situations when necessary
• Have experience working in an on-demand service or healthcare environment
• Enjoy working in a fast paced, high pressure environment
• Have a calm and understanding demeanor and the ability to empathize with customers' frustrations and needs

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for a partner, 100% paid
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Annual learning stipend