What are the responsibilities and job description for the Enrollment Coordinator position at Monogram Health?
About Monogram Health
We are dedicated to improving the well-being, quality of life and health outcomes for our patients by partnering with the nation's leading kidney specialists to provide transformative kidney care. Monogram Health supports patients suffering from Chronic Kidney Disease and End Stage Renal Disease by forming deep rooted relationships and preparing them both emotionally and physically for the challenges of managing kidney disease. Monogram Health uses next generation artificial intelligence algorithms to predict necessary and timely care to promote the delay of kidney disease progression, seamless transitions to dialysis and/or pre-emptive kidney transplant. We then utilize in-home visits to build meaningful relationships between patients and their care team that drive positive behavior change and optimize our patients’ health outcomes.
Position: Call Center Enrollment Coordinator
The Enrollment Coordinator is a key member of a care team that is responsible for the administrative tasks associated with delivering transformative kidney care. Enrollment Coordinators are the first Monogram Health voice the patient hears as they call prospective patients to enroll them. The Enrollment Coordinator is responsible for reaching out to patients over the phone to educate them of existing benefits of their healthcare plan and essentially get them to enroll into our program. Once enrolled, the Enrollment Coordinator will schedule in-home care management visits, coordinate with physician practices to schedule office visits and exchange notes and ensure that the enrollment documentation is complete and compliant. The Enrollment Coordinator will perform data entry and communications tasks, ensuring that data is entered accurately and that the correct communications and materials are sent to patients on time.
The Enrollment Coordinator works closely with the nurses and social worker on their care team to provide an excellent experience for their patients. The Enrollment Coordinator will often field patient calls and assist the patient with their request, such as troubleshooting biometric devices, or route them to other members of the care team for clinical items.
Roles and Responsibilities
Conduct outbound calls to prospective patients using scripts to tell them about Monogram Health services and ask them to opt into our programs, which are provided at no cost to them
Conduct outbound calls to existing patients to gather any needed information and schedule in-home care management visits, telehealth meetings, physician office visits, dialysis center tours, group support sessions, and other appointments as needed
Coordinate patient home visit scheduling based on location and availability
Contact physician offices and other providers by phone, fax, and email in order to arrange patient appointments or coordinate the sharing of clinical information with them when appropriate and request they share information back with us, including facilitating the secure transmission of that information
Print, package and mail patient letters, post cards, flyers, educational materials, and any other documentation or materials that must be sent by mail to our patients
Field inbound calls with a positive attitude, building rapport and trust with patients
Enter data as needed into Salesforce, as required
Support Monogram Health as necessary with any tasks required to deliver excellent personalized kidney care and perform all other duties as assigned
Call Patients, engage and build relationship & Schedule them for Follow-Up In-Home visit as well as encourage continued participation
Making every effort to retain the patients in your assigned region
Request Medical Records and Labs as needed for your assigned Clinicians in a timely manner
Uphold the mission and values of Monogram Health in all aspects of your role and activities
Position Requirements
Proven ability to learn and retain information in an exceptionally fast-paced environment
Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
Must possess an innate ability to overcome objections that Patients may present
Must be dependable, with a strong dedicated work-ethic, attention to detail and accuracy
Protect the health care privacy of patients by strictly following HIPAA regulations
Extremely professional, poised, very polished and be self-sufficient
Must be coachable and able to receive feedback, coaching and development
Thrives in a very fast paced start up environment while embracing change with a “can do” attitude
Multiple shifts available, with starting times as early as 8am and ending times up to 8pm
High School Diploma or GED required
Must be 18 years of age or older
English language proficiency required, fluency in a second language is a significant plus
Exceptional verbal, listening and written communication skills are required
Experience in sales, telemarketing, in the health care industry and heavy outbound appointment setting is a significant plus
Advance computer skills including ability to use Microsoft Word and Outlook is required
Knowledge of the medical industry, especially care management or home health, is beneficial
High volume of outbound/inbound calls in a call center setting calling hot or cold leads with high close rate is considered a plus and deeply desired
Positive attitude and a desire to help patients with chronic kidney disease live healthier lives
Application Savvy, extremely comfortable with using a printer, copier, scanner, as well as Excel, Word, and Outlook. Experience with creating and managing reports or WFM is deeply desired
Experience calling hot, warm, or cold leads a huge plus
Ability to pass a background check and drug test
Must have the ability to work five days per week including weekends.
Shifts are 8 hours between 7:00 AM to 9:00 PM
Benefits
Opportunity to work in a dynamic, fast-paced and innovative care management company that is transforming the delivery of kidney care
Competitive salary
Comprehensive medical, dental, vision and life insurance
Flexible paid leave & vacation policy
401(k) plan with matching contributions
At Monogram Health we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
