Woundtech is the nation’s leading physician-based provider of wound management services. We provide concierge care to all our patients in their place of residence. Since 1999 Woundtech has been on a mission to ensure that anyone, anywhere can get access to the best wound care possible. We have been achieving that goal year over year to patients across the US to Puerto Rico! Our commitment and dedication to providing the highest quality of care to our patients has resulted in superior clinical outcomes and that is what sets us apart from everyone else. We are growing and looking to add this role to our Team!

Role Description:

The role will play a critical role in delivering excellent customer service to WoundTech patients. Responsible for coordinating care to schedule initial patient visit, schedule management, coordinating care with provider in the field, and other patient outreach activities. This role supports patient engagement across the organization in multiple market locations.

Responsibilities include:

· Outreach to patients to initiate and support ongoing clinical services.

· Conduct comprehensive intake when initiating services to ensure pertinent information for excellent care.

· Assess if patient qualifies for services during intake process along with medical records review.

· Utilize critical thinking skills to resolve situations with minimal escalation to a leader.

· Coordinate with field providers to schedule patients on appropriate days of the week.

· Ensure patient scheduling aligns with guidelines that balances provider patient workload.

· Management of patient with services on hold due to hospitalization, awaiting authorization and eligibility.

· Ensure patient and provider are informed as changes occur with the patient schedule or service.

· Support Regional Medical Director with provider coverage for PTO and unplanned time off.

· Conduct inbound and outbound calls in a recorded queue within service standard such as speed to answer, abandonment rate, missed calls, returned voice mails.

· Coordinate with healthcare providers including PCP offices, case managers, hospitals, specialists, and home health agencies.

· Support various clinical support activities such as orders management, coordination of care with home health agencies, health plans, and other healthcare providers to build and sustain excellent customer relations.

· Collaborates across the organization to ensure a positive experience for both internal and external customers.

· Participate in internal and external rounds discussing patient cases to ensure and / or improve both customer services and clinical services.

· Deliver excellent customer experience to go beyond customer expectations.

· Prioritize and multi-task with assigned duties.

Role Essentials:

· 2+ years’ experience in a healthcare customer facing role such as a provider practice, hospital, or home health agency.

· Effectively meet and exceed customer needs, build productive relationships with clinicians, internal customers, and takes responsibility for customer loyalty and satisfaction.

· Demonstrate strong interpersonal / verbal communication skills.

· Initiative-taking and energetic, with strong people skills and experience in dealing with and influencing customers.

· Knowledge of Microsoft Office applications, including Word, Excel, case management software, and EMR systems.

· Ability to work independently, multi-task, and meet deadlines in a demanding environment with frequent changes in priorities.

Role Desirables:

· MA or LPN certification or licensure.

· Call center experience.

· Experience within health plans, MSOs, or IPAs or similar health care settings.

· Operational wound care related experience

· Bi-lingual (English & Spanish)

Travel Requirements: NA

The above job description is not an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Reasonable accommodation is made to enable otherwise qualified individuals with disabilities to perform the essential functions of the job.

Woundtech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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