About the team & Opportunity:
The Care Navigation team is responsible for working directly with patients and their providers to connect them to mental health care. We respond to referrals from a patient’s referring provider and proactively reach out to patients who have mental health needs. Our goal is to reduce the challenges that patients face in their search for care, and strive to make the process as seamless as possible in order to connect them to their physicians for proper mitigation of their symptoms.
This role is Part Time between the hours of 9am-6pm EST .
Accountabilities:
- Patient and Provider Interactions:
- Work directly with patients via phone and secure messaging to get them the mental healthcare they need
- Use Quartet’s system to find the right provider match for the patient based on location, specialty, insurance, and patient preferences
- Lead informed discussions with patients in order to surface care needs and support their care journey.
- Troubleshoot any issues with a patient’s referral.
- Work with providers via inbound calls to assist them with getting their patients connected to mental health care and working to resolve issues they may have when submitting patient referrals.
- Receive inbound calls from case managers to create referrals and assist their patients with getting connected to mental health care.
- Administrative duties:
- Document patient and/or provider interactions.
- Utilize Quartet technology, tools, messaging, and workflows.
- Support administrative tasks needed by the Care Navigation team.
- Establish a core understanding of Quartet's product, in order to successfully route a patient to the right care.
- Apply foundational knowledge of our workflows and market nuances to assist patients in their journey to care and support providers with submitting patient referrals.
- Measures of success:
- Meet team expectations for performance and output.
- Complete a targeted number of patient and/or provider phone calls each day in a timely manner.
- Commitment to standardized Care Navigation performance metrics.
- Provide exceptional customer service to patients and/or providers while connecting them with care or troubleshooting the reason for their call.
- Collaboration:
- Investigate and surface patient and/or provider needs as necessary to their Care Navigator, Clinician, Network Success Manager, or Provider Support Specialist.
- Communicate clearly with the patients’ Care Navigator to share knowledge on the patients’ treatment needs and preferences.
- Work cross-functionally to improve patient outcomes.
Minimum Qualifications:
- 2+ years experience working in a healthcare specific field required
- Experience and comfort with swift tactical changes and fast paced environment
- Ability to use passion and care while interacting with patients with behavioral health needs
- Critical thinking skills, organized, thorough, and capable of managing tasks in a fast-paced, ever-changing dynamic environment.
- Familiarity with Google Suite
- Quiet, confidential, and secure work environment.
Preferred Qualifications:
- Experience working with patients with behavioral health needs
- Customer care experience/care coordination preferred, mental healthcare background a plus.
- Bachelors degree in a health and wellness related field a plus
- Foreign languages (Spanish, Portuguese a plus)
- Experience using SalesForce