Patient Care Advocate / Représentant du Soutien aux Patients

ABOUT CIRCLE MEDICAL:

Circle Medical is the fastest-growing telemedicine provider in the US and has seen incredible growth of over 100% per year over the past three years.

Circle Medical is a venture-backed Y-Combinator healthcare startup on a mission to bring quality, delightful primary care to everyone on the planet. Built by top-tier physicians, engineers, and designers, our medical practice and underlying technology have pioneered how people find and receive care.

More about us can be found on our website.

DESCRIPTION:

We are currently looking for Patient Care Advocates to join the Patient Experience team at Circle Medical Technologies, helping our US-based patients navigate the complex healthcare system, as well as contribute to the growth of our company and product.

As a Patient Care Advocate you will be at the heart of our patient operations, ensuring a smooth and efficient experience across multiple sub-teams. You will be responsible for assisting patients, collaborating with providers, and streamlining healthcare administrative processes to remove barriers to care.

This is a full-time, in-person role with excellent benefits. This role will be located in our beautiful office in the super hip Mile-End office in Montreal.

WHAT YOU'LL DO:

Depending on your assigned sub-team, your responsibilities may include:

Central Support:

1. Provide high-touch chat or phone support to provide a delightful care experience and resolve patient concerns and grievances.
2. Coordinate patient appointments and assist with scheduling issues.
3. Collect necessary patient information, including personal details, payment, and insurance data.
4. Assist with patient onboarding, app navigation, online appointment access, and basic technical support.
5. Assist with insurance coverage or billing-related questions.

Pharmacy Support:

1. Act as a primary liaison between pharmacies, patients, and providers through phone, fax, and other communication channels to facilitate seamless coordination.
2. Manage and coordinate prescription requests and follow-ups, ensuring medication availability, appropriate substitutions, and adherence to prescribed treatments.
3. Monitor, track, and escalate urgent matters to maintain compliance with internal policies and ensure timely intervention when required.
4. Ensure the efficient processing of prescription requests, preventing treatment disruptions and contributing to optimal patient outcomes.

Prescription Support:

1. Provide comprehensive chat support to patients, addressing prescription-related inquiries, medication availability, and concerns in a timely and clear manner.
2. Coordinate with pharmacies via phone and fax to verify prescriptions, address medication substitutions, and resolve fulfillment issues.
3. Collaborate with providers to escalate critical concerns, such as prescription clarifications or potential risks, ensuring accurate and timely medication management.
4. Process and track prescription and medication refill requests, minimizing delays and preventing disruptions in patient care.

Medical Records:

1. Triage incoming documents, requests, and communication from patients and outside facilities.
2. Process medical records requests and coordinate seamless communication between patients, outside facilities, and the clinical team while ensuring compliance with HIPAA regulations.
3. Audit medical records for accuracy and completeness.
4. Use electronic health records databases to appropriately reconcile, produce, certify, and distribute medical records to patients and facilities to assist in patient care.

Prior Authorizations:

1. Submit and track prior authorization requests and order requests for medications, specialist referrals, or treatments.
2. Communicate with insurance companies and providers to ensure the most favorable outcomes for patients.
3. Assist patients in navigating their insurance benefits as related to prior authorizations and referrals.

WHAT YOU'LL BRING:

1. Excellent communication, with the ability to convey complex concepts in a clear, concise, and accessible manner.
2. Strong problem-solving skills with the ability to analyze information, assess situations, and make sound judgments.
3. Ability and eagerness to manage multiple tasks, adapt to a fast-paced environment and learn new things quickly while maintaining strong focus and error avoidance.
4. Comfortable navigating various electronic platforms, databases, and software to retrieve and input information accurately.
5. Excellent organizational skills and attention to detail.
6. English fluency; Excellent verbal and written skills, including grammar, spelling, and punctuation.
7. Montreal-based or within a reasonable commuting distance.
8. At least 1-year experience working in customer-facing roles (retail, hospitality, call center, etc.).

WHAT WILL GIVE YOU AN EDGE:

1. Proven track record with other startups or VC funded companies.
2. Prior experience in a venture-backed healthcare or startup/technology setting.
3. Ambition to have a long-term career in healthcare.
4. Experience living in the US or using the US healthcare system.
5. In-depth knowledge of privacy practices and healthcare regulations, such as HIPAA, and/or experience with electronic medical record systems.

PHYSICAL REQUIREMENTS:

1. Prolonged periods of sitting at a desk and working on a computer.
2. Must be able to lift up to 15 pounds at times.

COMPENSATION:

In alignment with our values, Circle Medical has transparent salaries based on merit-based output levels, and our total rewards.

This is a full-time, salaried exempt position with an annual compensation range of $45,000 and $50,000 plus generous vacation, full health benefits, and RRSP with company matching.

Montreal Office Benefits:

1. Flexible vacation & generous sick leave after 90-days OR Paid Vacation & generous sick leave, accrued and eligibility after 90-days.
2. Paid bonus holidays in addition to local statutory holidays.
3. $500 annual education and development reimbursement.
4. Extended Medical, Dental, Vision, Disability & Life insurance benefits for eligible Employees, enhancing local provincial coverage (eligibility after 90-days).
5. Wellness perks, including Healthcare Spending Account, EAP, discounted therapy and more.
6. Group RRSP matching.
7. Weekly in-office team lunches!

Circle Medical is an equal-opportunity employer and affirmatively seeks diversity in its workforce. Circle Medical recruits qualified applicants and advances in the employment of its employees without regard to race, colour, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.