Care Support Concierge

CINQCARE

Care Support Concierge

Position Description

Overview

The Care Support Concierge reports to the POD Nurse Practitioner, with accountability for providing superior customer service, and strict attention to detail in scheduling family members for in-person and virtual Concierge Care @ Home program visits. They should embody CINQCARE’s core values, including, Trusted, Empathetic, Committed, Humble, Creative and Community-Minded. At CINQCARE, we don’t have patients or customers – we have Family Members.

Job Responsibilities

The Care Support Concierge will have the following responsibilities:

• Answer large volumes of incoming calls, make outbound calls for quality initiatives, email correspondence and other patient communication modes in a timely manner, efficiently and politely, minimizing hold time.
• Screen telephone calls to ensure routing to the appropriate department or individual.
• Retrieve telephone messages and follows up with appropriate actions.
• Provide administrative and clerical support to POD staff including meeting management, photocopying; faxing; creating letters to external sources via EHR; updating consent forms and privacy notices; mailing letters; sending mailings and coordinating transmission of reports.
• Assists family members and others, either directly or by obtaining efficient messages.
• Enroll new family members and update existing patient information in the electronic health record (EHR) by obtaining demographic information, ID, copy of health insurance card, checking insurance eligibility and status, confirming address, changes of address, and contact information for each visit.
• Schedule new or existing patients within our Electronic Health Record (EHR).
• Assist with appointment cancellation and rescheduling.
• Follow up with family members and/or their representatives, physician offices, etc. to gather missing data and materials to complete the intake process for Concierge Care @ Home and other CINQCARECARE programs.
• Scan all necessary documents (insurance cards, prescriptions, etc.) into our Electronic Health Record (EHR).
• Updates related excel spreadsheets and other documents as needed.
• Achieve performance goals related to scheduling and outreach to support staff productivity.
• Follow and adhere to state, local, federal and agency confidentiality policies and procedures protecting the confidentiality of client protected health care information and ensure all transactions are conducted with respect and promote the client’s privacy.
• Maintains cooperative and professional relationships with everyone.
• Other duties as assigned.

General Duties

The Care Support Concierge will have the following duties:

• Leadership: The Care Support Concierge will lead in defining and executing strategies and solutions to create business value in, including building a team to design, develop, and execute those strategies and solutions to deliver desired outcomes.
• Strategy: The Care Support Concierge will establish the business strategy and roadmap: (1) improve outcomes for CINQCARE Family Members; (2) enhance the efficacy of other CINQCARE. business divisions; and (3) develop and deliver external market opportunities for CINQCARE products and services. In establishing the business strategy, the Care Support Concierge will define and innovate sustainable revenue models to drive profitability of the Company.
• Collaboration: The Care Support Concierge will ensure that Clinical Operations capabilities form a cohesive offering, including by working closely with other business divisions to learn their needs, internalize their knowledge, and define solutions to achieve the business objectives of CINQCARECARE.
• Knowledge: The Care Support Concierge will provide subject matter expertise in clerical support solutions, including determining and recommended approaches for administrative support, solution deployment and performance evaluation.
• Culture: The Care Support Concierge is accountable for creating a productive, collaborative, safe and inclusive work environment for the team and as part of the larger Company.

Qualifications

The Care Support Concierge should have the following qualifications:

• Education. High school diploma required. Medical Administrative Assisting/Medical Office Assistant associate or bachelor’s degree preferred.
• Experience. 3 years related work experience. Experience with medical office and scheduling systems, Electronic Health Record (EHR) experience required. Exceptional and accurate Microsoft Excel and data entry skills required.
• Entrepreneurial. CINQCARE seeks to fix gaps that have persisted for generations in the delivery of care to Black and Brown populations. This position is accountable for ensuring CINQCARECARE is positioned to innovatively deliver on its promise.
• Communication. Excellent verbal, written communication, and presentation skills; ability to clearly articulate and present concepts and models in an accessible manner to CINQCARE’s team, investors, partners, and other stakeholders. Proficiency in all Microsoft Office applications.
• Relationships. Ability to build and effectively manage relationships with business leaders and external constituents.
• Culture. Good judgement, impeccable ethics, and a strong team player; desire to succeed and grow in a fast-paced, demanding, and entrepreneurial Company.

Physical Demands:

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed using a computer keyboard.
• While performing duties of this position, the employee is regularly required to talk or listen. The employee needs to be able to see and frequently is required to use hands or finger, handle, or feel objects. The employee is frequently required to stand, walk, sit; and reach with hands and arms.  Ability to travel frequently by car and/or public transportation.
• Will require regular travel to Physician offices, hospitals, sub-acute facilities, community partners and non-home-based market offices, multi-state travel.

Compensation: $20-22 hourly

Location: Hybrid: Office and virtual

Salary : $20 - $22