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Patient Experience Navigator (On-Site)

Kindbody

Kindbody

Orlando, FL, USA
Posted on Friday, April 21, 2023

Onsite Patient Navigator

Kindbody

We are on a mission to transform fertility and family-building care, making it more accessible, intuitive, and empowering - for all. We leverage modern proprietary technology to deliver a superior experience, improved outcomes, and reduced pricing for patients and employers, and for all gender identities, races, and humans. Join our experienced team of rockstars from Stanford, Mercer, Oscar, Progyny, Mount Sinai, One Medical and Castlight to change healthcare forever.

We are hiring a clinic team of all levels to ensure we create a top of the line patient experience from the moment they learn about Kindbody all the way through their visits in the office. Our clinic team is the face of our brand, and we rely on them to deliver excellence to our patients. We always do whatever it takes to provide exceptional service, and perform tasks outside of our job description

As an experienced Patient Navigator, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism and collaboration. We are looking for a dedicated Patient Navigator to join our team in our Orlando based clinic location, Center for Living Well - Women’s Center.

Work Schedule: Monday - Friday from 8:00am - 4:30pm at Kindbody Orlando location.

40 hours Monday - Friday

Desired Skills and Experience

  • 3+ years of administrative or receptionist experience in a fast-paced, customer focused environment

  • 2 medical office experience is required

  • A passion for women’s health and fertility is required

  • Strong communication skills and a team player

  • Willingness to be flexible, roll with the punches, multi-task and troubleshoot problems

  • Detail oriented with strong organizational skills

  • Critical thinking

  • Exemplifies amazing customer service skills and professionalism

Education

  • Bachelor's degree required

Nice to Have

  • Experience in handling medical and insurance billing

  • Experience in front desk sales

Responsibilities:

Customer Service & Patient Excellence

  • Responsible for maintaining CS SLAs across phone, email, secure messaging and chat (1 day response for email, 15 min response to chat, same day answer / return call for phone)

  • Manage inbound customer communication (phone, secure messaging, email & chat) and ensure all messages are answered in a timely fashion

  • Maintain clear communication with management about overall customer service

  • Participate in virtual events on an as needed basis

  • Liaison between two major hospital systems in the Orlando area

  • Help patients and members understand all of the services offered through Kindbody’s services; Gynecology, Obstetrics and Fertility and what will fit their needs

  • Other duties and projects as assigned

Patient Scheduling

  • Support Gynecology, Obstetrics and Fertility appointment scheduling

  • Assist with booking and rescheduling patients

  • Help members understand service offerings and provide care navigation

  • Troubleshoot any scheduling issues and make changes to the patient portal when needed

  • Elevate scheduling concerns to clinical team when necessary

  • Handle general customer billing & insurance questions including, but not limited to accepting payments, and refunds processing.

  • Maintain the highest degree of ethics when handling patient payments and bill processing

Front Desk

  • Ensure all patients have an intake form & insurance information on file prior to appointment starting

  • Restock retail displays and maintain display cleanliness

  • Merchandising and inventory projects as assigned

  • Provide exceptional service representative of Kindbody

General Administrative Duties

  • Manage clinic supply inventory and communicate needs to HQ

  • Maintain clear communication with HQ about overall shop operations

  • Manage event preparation & set up on an as needed basis

  • Other duties and projects as assigned

Kindbody 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.