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About the Role
We are seeking an experienced Lead Customer Service Associate/Medical Assistant to join our Operations Management department. This role involves supporting program and team needs, providing technical and leadership support, and ensuring quality assurance in patient interactions.
Responsibilities
- Day to day monitoring and supporting program and teams' needs including but not limited to: program knowledge support, technical support, leadership and mentoring support
- Quality & Assurance of Calls
- Supporting Escalations, Taking De-escalation Calls
- Support inbound calls from patients interested in our program
- Making outbound calls
- Support Process Improvements by Revising and Creating Workflow Docs
- Lead Training Classes for new hires
- Managing Attendance
- Partnering with Leadership including but not limited to: reporting trends, sharing team feedback, help initiate new processes.
- Care Coordination Conducting outbound calls to reach patients recently discharged from the ER
- Assist with scheduling appointments, handling patient questions, and transferring to the appropriate UHG departments when applicable.
- Assist with admin tasks to support patient care coordination
- Work collaboratively with team members and our provider network to maintain an excellent model focused on patient care and high quality service
- Become an expert with our software solutions, including but not limited to Truepill EMR, Slack, and Five9.
- Work duties as assigned
Requirements
- Telehealth Patient Care: Provide remote patient care and support through telehealth platforms.
- Virtual Assessments: Conduct virtual patient assessments, including reviewing medical histories and current symptoms.
- Medical Documentation: Accurately assess and document patient conditions, histories, and care interactions.
- Patient Education: Educate patients and their families on medical conditions, medication adherence, and self-care practices.
- Care Plan Collaboration: Work closely with other healthcare providers to develop and implement individualized care plans.
- Regulatory Compliance: Maintain accurate records and ensure adherence to healthcare regulations and privacy laws.
- Continuous Education: Stay up to date with medical advancements, telehealth protocols, and best practices through continuing education.
- Compassionate Communication: Demonstrate empathy, professionalism, and effective communication in all patient interactions.
- Strong computer skills and knowledge of electronic medical records
- Ability to speak and write effectively at a high school graduate level
- Ability to solve problems and identify solutions
- Ability to demonstrate customer service skills in interactions with all patients, families, and staff including in high-volume and stressful situations
- Ability to work independently as well as an integral part of the patient care team
- Ability to follow instructions and standard operating procedures
- Applicants must be authorized to work for any employer in the U.S.
- Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws.
Skills
- Customer service
- Phone etiquette
- Messaging etiquette
- Telehealth
- Virtual Assessments
- Medical Documentation
- Patient Education
- Care Plan Collaboration
- Regulatory Compliance
- Communication
- Computer skills
- Electronic medical records
- Problem-solving
- Customer service skills
- Independent work
- Teamwork
- Following instructions
- Standard operating procedures
- Truepill EMR
- Slack
- Five9
Location
- Remote
- Alabama
- Arizona
- Arkansas
- California
- Colorado
- Connecticut
- Florida
- Georgia
- Hawaii
- Idaho
- Illinois
- Indiana
- Iowa
- Kansas
- Kentucky
- Maryland
- Massachusetts
- Michigan
- Minnesota
- Missouri
- Nevada
- New Hampshire
- New Jersey
- New Mexico
- New York
- North Carolina
- Ohio
- Oklahoma
- Oregon
- Pennsylvania
- Rhode Island
- South Carolina
- Tennessee
- Texas
- Vermont
- Virginia
- Washington (WA)
- Wisconsin
Work Type
- Full-time
- Remote
Experience Level
- 1-2 years experience with healthcare-related customer support
- Experience in Telehealth
- Experience with startups
Education Level
- High School Diploma or GED equivalent
- Medical Assistant Certificate/Diploma from an approved school/institution or equivalent documented training (i.e. military medic, EMT, etc.)
Salary/Compensations
- $23-26
Benefits
- Dental
- Vision
- Multiple group medical plans
- 401(k) retirement savings plan
- Group life insurance
- Accidental death and dismemberment (AD&D) insurance
- Flexible spending account (FSA)
- Health savings account (HSA)
- Commuter benefits
- Employer-paid short-term (STD) and long-term disability (LTD) insurance
- Supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program)
- Flexible vacation time
- Accrued paid sick time
- 10 paid holidays
- 2 floating holidays for full time non-exempt employees
- Eight weeks of paid parental leave for eligible employees
- Additional paid weeks for the birthing parent
- 4 weeks paid caregiver leave
- Lifestyle Spending Account allowance each month
About the Company
- Fuze Health is an Equal Opportunity Employer.
- We are an E-Verify participating company.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis.
- If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at talent@fuzehealth.com.
- Fuze Health considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, Philadelphia, and New York City Fair Chance laws.